Account Manager, Customer Success - Provider

Overview: The Account Manager Role is part of the Customer Success Organization which is focused on ensuring we are easy to do business with, and our solutions provide value to our clients.

The Account Manager will be the accountable driver of effective relationships with down market client base as the key source of knowledge regarding the industry, the products and business needs of our clients and will serve as a trusted advisor.

This role will be accountable for marshaling resources to ensure our clients achieve their business outcomes with Inovalon products and have timely and satisfactory resolutions to their issues and product needs.

A successful candidate will have a strong aptitude for learning, client engagement and teamwork across functions.

Duties and Responsibilities:

• Demonstrated problem-solving abilities, used to prepare for client engagements, and consistently delivering excellent service.


• Achieve and maintain knowledge of the healthcare revenue cycle and Inovalon products; pursue certifications and professional development opportunities.


• Serve as the face of Inovalon in 1:1 client interaction, coordinating internal resources and research.


• Partner with Product, Support, Implementation, Sales, and other teams to deliver positive outcomes for clients and achieve revenue retention targets through effective communication, research, sales techniques, and product value propositions to re-sell or offer alternative solutions.


• Manage multiple priorities using playbooks, success templates, and communication strategies to drive product adoption and client retention.


• Focus on at-risk clients to prevent cancellations, suspensions, and non-renewals, collaborating cross-functionally to resolve issues and enhance client experience. Leverage Net Promoter Score surveys and Action/Success Plan templates to educate clients on product value.


• Responsible for leveraging Gainsight, ServiceNow, Salesforce, and Power BI to provide the business with visibility into retention and growth efforts.

Job Requirements:

• Business Acumen as measured by completing a bachelor's degree in business administration, Proficiency using Microsoft Office applications (EXCEL, PowerPoint)


• Achieve HFMA CRCR Revenue Cycle Management Certification within the first 90 days of employment.


• Possess a self-starter attitude with a sense of urgency while maintaining a professional, calm, positive outlook.


• Strong written, verbal, and interpersonal communication skills and ability to negotiate with clients in a courteous and professional manner.


• Adept at outlining and communicating internally using established guidelines and processes.


• Substantial organizational skills and attention to details, ability to prioritize, organize and meet multiple deadlines; adaptable and learning mindset required to meet changing business priorities.

Education:

• Bachelor's degree in business administration is highly preferred.

Physical Demands and Work Environment:

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


• Travel for this position will include less than 10%