Inovalon - Minneapolis, MN
posted 3 months ago
The Account Manager Role at Inovalon is a pivotal position within the Customer Experience and Engagement team, dedicated to ensuring that our customers find it easy to do business with us and that our solutions deliver significant value. The Account Manager will serve as the primary point of contact for customers, leveraging their knowledge of the healthcare industry, Inovalon's products, and the specific business needs of each customer to foster strong, trusting relationships. This role is essential in driving customer satisfaction and retention, as the Account Manager will be responsible for managing multiple aspects of the account relationship within their designated portfolio. In this role, the Account Manager will be accountable for meeting revenue retention targets for assigned customers. This will involve utilizing research and sales techniques to re-sell current products or provide alternative solutions that enhance customer loyalty and retention, especially in the face of competitive pressures. The Account Manager will relentlessly pursue excellence, ensuring that every aspect of the customer experience is executed to the fullest. They will function as a customer leader for key accounts, owning strategic account planning across all products and services to drive overall revenue growth and maintain a positive customer experience. The Account Manager will engage with customers to understand their business needs and growth potential, building rapport and negotiating solutions that are mutually beneficial. They will consult with customers about new products and benefits, forwarding upsell and cross-sell leads to the appropriate sales team. Additionally, the Account Manager will educate customers on the benefits and value of Inovalon's products and services through various methods, including Sales Strategy demos and training webinars. This role also involves maintaining a comprehensive understanding of the healthcare revenue cycle and Inovalon's Provider products to support customers throughout their lifecycle. The Account Manager will proactively identify and mitigate at-risk customer revenue by creating action plans to prevent cancellations and non-renewals. They will anticipate customer needs, troubleshoot issues, and utilize cross-functional resources to resolve problems in a timely manner. Tracking and reporting on customer engagement activities will be essential, as will maintaining updated Account Plans as required by the business. The Account Manager will also document activities in Salesforce CRM and other sales automation tools to provide visibility to internal stakeholders and ensure a focus on high-return opportunities. Inovalon emphasizes the importance of compliance with company policies, procedures, and confidentiality requirements, particularly regarding HIPAA regulations. The Account Manager will be expected to fulfill any additional responsibilities that contribute to the operational and financial success of the organization.