Customer Success Manager - Pharmacy

Inovalon • Canonsburg, PA

6h

About The Position

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.
Overview: The Customer Success Manager will be responsible to ensure customers achieve their desired outcomes while using Inovalon’s pharmacy products and services. As a member of the Customer Success Management team (CSM), the Customer Success Manager will partner with clients to drive adoption and outcomes leading to renewals, expansion and advocacy across your assigned portfolio of accounts and be able to build a relationship and assist with finding internal resources to help resolve any potential issues.

Requirements

• 3 years of customer relationship/account management experience within the healthcare industry preferred
• Minimum of 2 years of relevant Customer Service/Success/Account Management experience required and the ability to think outside the box and help resolve issues
• Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;
• Demonstrated experience of successfully managing customers, to include renewal and expansion opportunities;
• Aptitude to understand healthcare industry and IT solutions based on analytics;
• Problem solving skills and strong communication and interpersonal skills;
• A high level of accuracy and attention to detail is required;
• Demonstrated ability to capture, understand, manage, and resolve questions and issues; and
• Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.

Responsibilities

• Flawlessly execute a comprehensive strategic account plan showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion and advocacy for each customer;
• Prepare and lead regular, recurring meetings, to include quarterly business and executive business reviews, demonstrating an understanding of the customer’s goals and effectively communicating the value delivered from Inovalon’s products and services;
• Execute adoption plans to increase utilization and engagement of Inovalon’s products and services;
• Proactively identify risks to the customer achieving their stated goals and demonstrate influence in driving outcomes, both internally and externally;
• Successful manage renewal opportunities with each customer, and identify expansion opportunities;
• Build and foster senior-level relationships with the customer’s leadership and decision makers to solidify our partnership and commitment to the customer business;
• Partner with customer stakeholders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;
• Successfully identify and drive expansion opportunities in existing customer SOWs and identify adjacent opportunities;
• Develop and maintain in-depth product knowledge and expertise regarding all Inovalon products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by Inovalon customers;
• 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; and
• 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.

Benefits

• Inovalon Offers a Competitive Salary and Benefits Package
• In addition to the base compensation, this position may be eligible for performance-based incentives.
• Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level