Inovalon - Tampa, FL
posted 4 months ago
Inovalon, Inc. is seeking a Senior Manager for Customer Success to join our dynamic team in Tampa, Florida. This role is pivotal within the Customer Success Organization, which is dedicated to ensuring that our customers find it easy to do business with us and that our solutions deliver significant value. The Senior Manager will lead a team of customer success and account management professionals, acting as a key business contact for escalated customer issues while driving strategies for digital engagement, risk mitigation, and revenue growth. The position is integral to achieving departmental KPIs and enhancing customer satisfaction. The Senior Manager will develop and maintain an expert-level understanding of Inovalon’s products, services, and operational capabilities, as well as the competitive landscape. This knowledge will enable the manager to provide optimal insights and strategies for customer success. Responsibilities include overseeing the planning, implementation, and execution of customer success initiatives, ensuring that targets for Net Revenue Retention (NRR) and customer satisfaction are met. The role also involves managing the recruitment, training, and performance evaluation of team members to foster a culture of customer loyalty and financial responsibility. In addition to managing customer accounts and relationships, the Senior Manager will be responsible for diagnosing and solving complex business problems, designing effective digital journeys for customers, and ensuring compliance with Inovalon’s policies and values. The position requires a proactive approach to leadership, with a focus on adaptability and accountability, as well as the ability to communicate effectively across various levels of the organization. The Senior Manager will also play a crucial role in promoting Inovalon’s mission and values, leading by example to create an inclusive and innovative work environment.