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Partner Success Manager

LOCATION: Tampa, FL or Minneapolis MN
<p>The Partner Success Manager will possess knowledge of ABILITY’s products and work directly with customers in the timely resolution of customer issues and partner with internal teams to ensure long-term success. This position will serve as a key business contact for the customer and will be responsible for customer retention and will coordinate efforts to impact customer satisfaction and identify upsell opportunities. The Customer Case Manager will be expected to consistently provide excellent customer service to accounts while representing the needs of ABILITY Network. The position will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of ABILITY’S solutions according to the customer needs.</p> <p>Essential Duties and Responsibilities:<br>• Handling of inbound cases for customers not assigned to an Account Manager; deliver quality and timely resolution of inbound case assignments; research, diagnose, and resolve basic and complex customer questions or problems within required turn-around times<br>• Suggest solutions/alternatives to cancellation requests and process order changes<br>• Work with customers to increase adoption and utilization and manage customer retention efforts and contract renewals<br>• Troubleshoot issues when appropriate, escalate as needed, and follow up promptly to ensure customer satisfaction<br>• Solicit and share customer feedback with internal departments to assist with product development<br>• Work to identify and/or develop upsell opportunities for the sales team<br>• Build strong relationships with internal teams; facilitate the resolution of customer needs/issues cross-departmentally; able to effectively prioritize and escalate customer issues to the appropriate internal teams<br>• Independently identify risk and use sound judgement to escalate customer issues and barriers to continued success<br>• Maintain wide range of knowledge of ABILITY products/services, work as a part of a collaborative team and provide feedback for improvement to internal stakeholders<br>• Support the inbound customer phone queue as needed/necessary<br>• Other duties as requested and/or determined<br>• Maintain compliance with Inovalon’s policies, procedures and mission statement;<br>• 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;<br>• 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;<br>• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and<br>• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.</p> <p>Skills &amp; Experience<br>• Bachelor's degree, or equivalent work experience.<br>• 3 years customer service or account management experience<br>• Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook)<br>• Experience with Salesforce or other CRM platforms preferred.<br>• History of increasing customer satisfaction, adoption, and retention<br>• Proven ability to drive continuous value of our product(s)<br>• Comfortable working with customers of all sizes<br>• Customer Service minded and committed<br>• Skilled communicator; comfortable with difficult conversations<br>• Impeccable written and verbal communication skills<br>• Detail oriented and analytical<br>• Strong team player and self-starter<br>• Consultative approach with proven relationship building experience<br>• Thrives in a multi-tasking, dynamic environment<br>• Good time management skills and self-motivated<br>• Able to diagnose and solve complex problems using critical thinking and persuasion<br>• ABILITY product knowledge preferred<br>• Conflict resolution skills</p>

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