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Client Success Account Executive

2 months ago

Minneapolis, Minnesota, United States Inovalon Full time

Company Overview: Inovalon, established in 1998, is dedicated to leveraging technology and data to transform the healthcare landscape, enhancing both outcomes and economic efficiency. Our commitment is to empower our clients, ensuring their success translates into improved healthcare for all.

Position Summary: The Customer Success Account Manager plays a crucial role within the Customer Experience and Engagement team, ensuring seamless interactions and delivering substantial value to our clients. This position is pivotal in nurturing effective relationships with our clients, acting as a primary resource for industry knowledge, product expertise, and understanding the unique business needs of each client.

Key Responsibilities:

  • Achieve revenue retention goals for assigned clients by employing research and sales strategies to reinforce loyalty and retention amidst competitive challenges.
  • Strive for excellence in every facet of the customer experience, ensuring comprehensive execution of service delivery.
  • Lead customer engagement for key accounts, overseeing strategic planning across all offerings to drive revenue growth and enhance client satisfaction.
  • Collaborate with clients to identify their business needs and growth opportunities, fostering strong relationships and negotiating beneficial solutions.
  • Educate clients on new products and advantages, facilitating upsell and cross-sell opportunities by connecting them with the appropriate sales teams.
  • Enhance client retention by demonstrating the value of our products and services through various engagement methods, including webinars and training sessions.
  • Maintain a thorough understanding of the healthcare revenue cycle and Inovalon’s Provider products to effectively support clients throughout their journey.
  • Eliminate obstacles to ensure successful implementation and onboarding of new products and enhancements.
  • Proactively identify and address at-risk revenue by developing action plans to minimize cancellations and non-renewals.
  • Anticipate client needs, utilizing cross-functional resources to resolve issues promptly and comprehensively.
  • Monitor and report on customer engagement metrics and progress regularly.
  • Keep Account Plans updated as per business requirements.
  • Utilize Salesforce CRM and other sales tools to provide visibility into performance and focus on high-impact opportunities.
  • Engage in continuous professional development and product education through available company resources.
  • Adhere to Inovalon’s policies and maintain compliance with confidentiality and HIPAA regulations.
  • Fulfill additional responsibilities as assigned to contribute to the operational and financial success of the organization.

Qualifications:

  • Experience in Customer Service, Sales, or Account Management, preferably in healthcare.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Strong analytical skills with the ability to identify root causes and drive timely resolutions.
  • Self-motivated with demonstrated capability in territory management.
  • Exhibit a sense of urgency and a proven track record of delivering exceptional customer experiences.
  • Excellent communication skills, both written and verbal, with the ability to negotiate professionally.
  • Strong organizational skills with attention to detail and the ability to manage multiple priorities.
  • Proven problem-solving abilities, particularly in process improvement.
  • Experience in healthcare revenue cycle management or medical billing is advantageous.
  • Familiarity with Salesforce and Gainsight software is a plus.

Education:

  • Bachelor's Degree in a business-related field.

Compensation details may vary based on factors such as experience, skills, and geographical location. Inovalon is committed to diversity and inclusion, encouraging all qualified candidates to apply.

Inovalon is an equal opportunity employer, committed to creating a diverse environment and is proud to be an affirmative action employer.