Senior Account Manager

Overview:  The Senior Account Manager role is part of the Customer Experience and Engagement team which is focused on ensuring customer satisfaction and that solutions provide value to Inovalon customers.

Duties and Responsibilities:

• Conduct regular reviews of process adoption for Workforce Management Solution using system and product knowledge along with best practices.


• Establish regular touch-points with assigned customers and deliver effective Quarterly Business Reviews that drive customer engagement, mitigate renewal risk, and create revenue growth opportunities.


• Partner with Sales organization to support sales engineer requests for RFPs, product strategy sessions and sales strategy.


• Foster strong client relationships and the ongoing development of customer references and customer loyalty.


• Contribute to Voice of the Customer strategic initiatives including Steering Committee and User Group feedback forum.


• Handle escalated issues from other team members including defusing situations.


• Commit to career and professional development through company resources.


• Maintain compliance with Inovalon’s policies, procedures and mission statement.


• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.


• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum five (5) years’ experience in a SaaS healthcare account management environment.


• Track record of delivering exceptional customer experience while maintaining a professional, calm, positive outlook.


• Expert in workforce solutions and able to conduct account reviews, evaluate customer health, develop and facilitate action plans.


• Ability to adeptly communicate internally specific action plans designed to drive and mobilize others to a timely resolution on behalf of the customer.


• Project management skills to drive new initiatives.


• Ability to display and command a sense of urgency on tasks.


• Strong written and verbal communication skills.


• Motivated, thorough, articulate, detail-oriented, creative, personable, and a team-player.


• Proficiency with Microsoft Office suite required, Powerpoint, Word and Excel required.

Education:

• Bachelor's Degree or equivalent experience.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);


• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;


• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;


• Subject to inside environmental conditions; and


• Travel for this position will include less than 5% locally usually for training purposes.