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Senior Director, Client Management

LOCATION: Canonsburg, PA
REMOTE ELIGIBLE: Partial Remote
TRAVEL REQUIREMENT: 10%
REQUISITION ID: 2020-10563
<p class="iCIMS_InfoMsg iCIMS_InfoField_Job">The Senior Director, Client Management is responsible for the overall Client Success team. The Senior Director must optimize the overall client experience by defining and driving the client success strategy and evolve all client interactions and deliverables for differentiation and acceleration of revenue opportunities. The Senior Director will collect and maintain a rich set of customer data, issues, feedback, value, and insights to empower all Inovalon associates to adopt a customer-centric approach in their day-to-day and strategic activities. By creating a unified “Voice of the Customer”, this individual will be charged with facilitating the prioritization of customer-centric transformation initiatives aligned to measurable KPIs. The Senior Director provides training, supervision, coaching, and performance management for assigned Client Success team members. The Senior Director works with peers across other teams to manage the use of subject matter experts from other internal teams engaged in the support of assigned clients.</p> <h4 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Responsibilities</h4> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li>Develop, manage, and deliver ongoing Client Success initiatives in support of Inovalon’s corporate, product, and service strategies;</li> <li>Develop and manage strategy for every phase of the client lifecycle from acquisition, onboarding, adoption, engagement, renewal, and advocacy;</li> <li>Develop and organize customer insights based on surveys, support data, customer councils, adoption metrics, and win/loss/churn analysis for enterprise wide visibility;</li> <li>Provide oversight and leadership of a team of client services professionals and work cross-functionally with the client support team comprised of data analytic, clinical, operations, and product experts in the accurate and timely delivery of the Company’s services on assigned accounts;</li> <li>Define the client success delivery strategy, driving its execution beyond the day-to-day oversight. Be accountable for the strategic leadership of the accounts, client satisfaction, and the creation of valued senior level business relationships with clients;</li> <li>Facilitate cross-functional interlocks with stakeholders in marketing, product, sales, implementation, support, and client success to share key customer insights and prioritize improvement, quality and innovation with measurable goals and outcomes;</li> <li>Establish tools and enablement programs that help client interfacing roles improve their interactions to be differentiated in how we sell, support, and manage customers;</li> <li>Be a client advocate in the strategic planning process that can balance corporate goals with maximizing client experience and outcomes;</li> <li>Represent the voice of the client and energize our organization to support them;</li> <li>Define and implement the process needed to coordinate client facing roadmaps throughout the organization;</li> <li>Enable the broader team on how to define, drive, and demonstrate the value (ROI) delivered;</li> <li>Leverage data to identify key opportunities for improving internal process, building client loyalty, and addressing key "moments of truth;</li> <li>Define and develop client feedback programs with supporting metrics to drive continued improvements;</li> <li>Act as client experience evangelist by meeting with clients and analyze other sources of feedback and data to constantly evolve our existing and new offerings;</li> <li>Maintain compliance with Inovalon’s policies, procedures, and mission statement;</li> <li>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;</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;</li> <li>Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.</li> </ul> <p>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.</p> </div> </div> </div> <h4 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Qualifications</h4> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <h5><strong>Job Requirements:</strong></h5> <ul> <li>Minimum of 12 years of proven industry experience managing complex multi-million dollar accounts/multi-year relationships;</li> <li>Excellent people, communication, and presentation skills;</li> <li>Demonstrated business to business relationship building and problem solving skills;</li> <li>Ability to communicate with poise and tact and be effective in matrix structures;</li> <li>Project management experience a plus; and</li> <li>Excellent attention to detail.</li> </ul> <h5><strong>Education:</strong></h5> <ul> <li>Bachelor’s in a related field required or equivalent experience; and</li> <li>Master’s degree or equivalent experience preferred.</li> </ul> <h5><strong>Physical Demands and Work Environment:</strong></h5> <ul> <li>Sedentary work ( i.e. sitting for long periods of time), exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li> <li>Frequently or constantly lift, carry push, pull, or otherwise move objects and repetitive motions;</li> <li>Subject to inside environmental conditions; and</li> <li>Travel for this position will include less than 5% locally usually for training purposes.</li> </ul> <p><em>Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.&nbsp;</em></p> </div> </div> </div>

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