Manager, Technical Account Management and Elevated Support

Inovalon•Tampa, FL

5d•$95,800 - $130,000

About The Position

The Manager, Technical Account Management and Elevated Support will build and operate a scalable technical account management program that helps customers continue to realize value from Inovalon solutions after go-live. The role works across Customer Success, Support, Product, Engineering, Sales, and Operations to shape a billable services model that supports adoption, retention, and customer satisfaction. It provides customer-facing leadership, operational discipline, and technical guidance to lead teams and help clients navigate complex technical and business challenges. The manager leads the Technical Account Management and Services Bureau teams, developing employees and overseeing day-to-day operations. The role defines and scales the program’s operating model, including service scope, customer eligibility, engagement cadence, onboarding, handoffs, documentation, delivery standards, and value measures. It also supports customer selection and service expansion, oversees business reviews and strategic account planning, monitors customer and program health, and coordinates resolution of complex issues and incidents. The position is primarily computer-based and may be performed remotely, in a hybrid arrangement, or in an office. It involves prolonged computer use and frequent virtual and/or in-person communication. Occasional domestic travel may be required. For US remote employees living within 40 miles of the Tampa, Florida; Canonsburg, Pennsylvania; or Bowie, Maryland offices, a hybrid schedule applies, with in-office work expected Tuesdays and Wednesdays. The position is not eligible for immigration sponsorship; US-based applicants must be authorized to work in the United States.

Requirements

At least 8 years of experience in technical account management, customer success, or elevated support in Revenue Cycle Management.
Bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field, or an equivalent combination of education and experience.
Strong understanding of revenue cycle management workflows and how support and service delivery affect healthcare customers.
Ability to manage performance using KPIs, CSAT, utilization metrics, account health reporting, and data-driven decision-making.
Strong consultative communication, troubleshooting, analytical, and problem-solving skills, including the ability to explain complex technical concepts clearly to clients and internal stakeholders.
Experience leading escalations and collaborating across Sales, Customer Success, Product, Engineering, and Operations.
Strong organizational and project management skills, with the ability to manage multiple priorities in a fast-paced, customer-focused environment.
Ability to build knowledge quickly across evolving products, customer needs, and service offerings and apply learning to improve team and program performance.
Ability to develop team members, influence cross-functional partners, build customer relationships, and drive accountability for delivery standards and business outcomes.
Ability to adapt to ambiguity, shifting priorities, and changing customer needs while maintaining focus on outcomes, service quality, and client value.
Ability to think creatively to improve the TAM program, refine service delivery models, and solve customer challenges in practical, scalable ways.
Ability to interpret performance data, identify trends and risks, and make sound decisions supporting retention, satisfaction, and operational effectiveness.
For US-based positions, authorization to work in the United States is required; the position is not eligible for immigration sponsorship.
Ability to perform the essential functions of the role, with reasonable accommodations where applicable.

Nice To Haves

Healthcare technology or SaaS experience, particularly with products supporting clinical quality, risk adjustment, or payer and provider workflows.

Responsibilities

Lead and develop the Technical Account Management and Services Bureau teams, including coaching, goal setting, performance management, and day-to-day operations.
Define, mature, and scale the Technical Account Management operating model, including service scope, customer eligibility, engagement cadence, onboarding, handoffs, documentation, delivery standards, and value measures.
Set goals for Technical Account Managers and Support Analysts, coach service delivery and customer engagement, and ensure assigned TAMs provide technical guidance, case oversight, internal coordination, escalation management, reporting and trend analysis, education, and product advocacy.
Partner with Sales, Customer Success, and account teams to identify customers who may benefit from TAM services, support service positioning and expansion discussions, and provide delivery input for new opportunities.
Oversee Monthly Business Reviews, Quarterly Business Reviews, executive communications, and strategic account planning for assigned portfolios and high-visibility accounts.
Monitor customer satisfaction, retention indicators, utilization, account health, adoption trends, and risk signals to improve outcomes, reduce churn, and demonstrate program value.
Serve as the escalation point for complex customer issues, incidents, and planned changes, coordinating with Product, Engineering, and Operations to drive timely, structured resolution.
Develop and refine standard operating procedures for ticket management, monitoring, alerting, incident management, customer engagement, and service delivery.
Engage directly with customers to gather feedback, strengthen relationships, support quality service delivery, and represent the program in customer-facing settings, including occasional domestic travel.
Maintain compliance with Inovalon policies, procedures, mission statement, confidentiality requirements, and HIPAA requirements.
Fulfill responsibilities and duties reasonably provided by Inovalon to support the employer’s operational and financial success.