Account Manager, Customer Success - Provider

$59,400 - $59,400/Yr

Inovalon - Minneapolis, MN

Full-time - Mid Level

Minneapolis, MN

Professional, Scientific, and Technical Services

About the position

The Account Manager role at Inovalon is part of the Customer Experience and Engagement team, focusing on building and maintaining effective relationships with customers. This position is responsible for ensuring that customers derive maximum value from Inovalon's products and services, while also addressing their needs and resolving issues in a timely manner. The Account Manager acts as a trusted advisor, driving customer loyalty and retention through strategic account planning and engagement.

Responsibilities

• Accountability for meeting revenue retention targets for assigned customers.
• Utilize research and sales techniques to re-sell current products or provide alternative solutions.
• Function as a customer leader for key assigned accounts, owning strategic account planning across all products and services.
• Engage with customers to understand their business needs and growth potential.
• Consult with customers about new products and benefits, forwarding upsell and cross-sell leads to the sales team.
• Grow and retain customers by educating them on the benefits and value of Inovalon's products and services.
• Maintain a good understanding of the healthcare revenue cycle and Inovalon products.
• Remove barriers to drive successful implementation and onboarding of new products and enhancements.
• Identify and mitigate at-risk customer revenue by creating action plans to prevent cancellations and non-renewals.
• Anticipate customer needs and troubleshoot issues using cross-functional resources.
• Track, monitor, and report progress related to customer engagement activities.
• Maintain updated Account Plans as required by the business.
• Utilize and document in Salesforce CRM and other sales automation tools for internal visibility.
• Maximize product education and professional development through company resources.
• Maintain compliance with Inovalon's policies and HIPAA requirements.

Requirements

• Minimum of 3 years of experience in sales and/or account management in healthcare.
• Prior experience setting strategy and delivering on large projects for customers.
• Proficiency using Microsoft Office applications (WORD, EXCEL, PowerPoint).
• Ability to research and influence timely corrections/resolutions.
• Self-starter attitude with demonstrated territory management capability.
• Proven record of delivering exceptional customer experience.
• Excellent written, verbal, and interpersonal communication skills.
• Adept at outlining and communicating specific action plans internally.
• Substantial organizational skills and attention to detail.
• Proven problem-solving skills, including balancing multiple priorities.
• Experience in healthcare revenue cycle management (RCM) and/or medical billing is preferred.
• Experience with Salesforce and Gainsight software is preferred.

Nice-to-haves

• Experience in healthcare revenue cycle management (RCM) and/or medical billing.
• Experience with Salesforce and Gainsight software.

Benefits

• Competitive salary and performance-based incentives.
• Wide range of benefits to meet associate needs.
• Investment in associates' health and long-term financial goals.