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Customer Success Manager (West Region)

LOCATION: Remote - West Coast Region
REMOTE ELIGIBLE: Fully Remote
TRAVEL REQUIREMENT: 20%
REQUISITION ID: 445
<p><span data-contrast="auto">Th</span><span data-contrast="auto">e Customer Success Manager will be responsible to&nbsp;</span><span data-contrast="auto">ensure&nbsp;</span><span data-contrast="auto">customers&nbsp;</span><span data-contrast="auto">achieve their desired outcomes while using&nbsp;</span><span data-contrast="auto">Inovalon</span><span data-contrast="auto">’s</span><span data-contrast="auto">&nbsp;products and services</span><span data-contrast="auto">.&nbsp;</span><span data-contrast="auto">As a member of the Customer Success Management team (CSM),&nbsp;</span><span data-contrast="auto">t</span><span data-contrast="auto">he&nbsp;</span><span data-contrast="auto">Customer Success Manager will&nbsp;</span><span data-contrast="auto">partner with clients to drive adoption and outcomes leading to renewals, expansion and advocacy across your assigned portfolio.</span><span data-contrast="auto">&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><strong><span data-contrast="auto">CSM Mission</span></strong><span data-contrast="auto">: Develop &amp; Retain Customers for Life</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><strong><span data-contrast="auto">How you will fulfill your Mission:</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Flawlessly&nbsp;</span><span data-contrast="auto">execute&nbsp;</span><span data-contrast="auto">a comprehensive strategic account plan showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion and advocacy for each customer;</span><span data-contrast="auto">&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Prepare and&nbsp;</span><span data-contrast="auto">lead</span><span data-contrast="auto">&nbsp;</span><span data-contrast="auto">regular, recurring meeting</span><span data-contrast="auto">s</span><span data-contrast="auto">, to include quarterly business and executive business reviews, demonstrating an understanding of the customer’s goals and effectively communicating the value delivered from Inovalon’s products and services;</span><span data-contrast="auto">&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">E</span><span data-contrast="auto">xecute adoption plans to increase utilization and engagement of Inovalon’s products and services;&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Proactively identify risks to the customer achieving their stated goals and demonstrate influence in driving outcomes, both internally and externally;</span><span data-contrast="auto">&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Successful manage renewal opportunities with each customer, and identify</span><span data-contrast="auto">&nbsp;</span><span data-contrast="auto">expansion opportunities;&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Build and&nbsp;</span><span data-contrast="auto">foster&nbsp;</span><span data-contrast="auto">senior</span><span data-contrast="auto">-level</span><span data-contrast="auto">&nbsp;relationships with the customer’s leadership and&nbsp;</span><span data-contrast="auto">decision makers</span><span data-contrast="auto">&nbsp;to solidify our partnership and commitment to the customer business;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Partner with customer stakeholders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Successfully identify and drive expansion opportunities in existing customer SOWs and identify adjacent opportunities;&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Develop</span><span data-contrast="auto">&nbsp;and maintain in-depth product knowledge and expertise regarding all Inovalon products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by Inovalon customers;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Maintain compliance with Inovalon’s policies, procedures and mission statement;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">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;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">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; and</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> </ul> <p><strong><span data-contrast="auto">Qualifications</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Job Requirements:</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Minimum&nbsp;</span><span data-contrast="auto">of&nbsp;</span><span data-contrast="auto">5 to 7 years of overall experience,&nbsp;</span><span data-contrast="auto">3</span><span data-contrast="auto">&nbsp;years</span><span data-contrast="auto">&nbsp;of c</span><span data-contrast="auto">ustomer relationship/account management experience, preferably in healthcare industry;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Demonstrated&nbsp;</span><span data-contrast="auto">experience</span><span data-contrast="auto">&nbsp;of successfully&nbsp;</span><span data-contrast="auto">managing</span><span data-contrast="auto">&nbsp;customer</span><span data-contrast="auto">s, to include</span><span data-contrast="auto">&nbsp;renewal and expansion opportunities;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Aptitude to understand healthcare industry and IT solutions based on analytics;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Problem solving skills and strong communication and interpersonal skills;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">A high level of accuracy and attention to detail is requi</span><span data-contrast="auto">red;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Demonstrated ability to capture, understand, manage, and resolve questions and issues; and</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li><span data-contrast="auto">Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> </ul> <p><span data-contrast="auto"> </span><strong><span data-contrast="auto">Education:</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Bachelor’s degree or equivalent experience in a related field is required; and</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> </ul> <p><span data-contrast="auto">  </span><strong><span data-contrast="auto">Physical Demands and Work Environment:</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Sedentary work (i.e. sitting for long periods of time);</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Subject to inside environmental conditions; and</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> <li data-leveltext="" data-font="Symbol" data-listid="4" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Travel for this po</span><span data-contrast="auto">sition will likely be up to 25%</span><span data-contrast="auto">.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></li> </ul> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <p><em><strong>Inovalon Diversity, Equity &amp; Inclusion Policy Statement</strong></em><br><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.&nbsp;</em></p><div class="content-conclusion"><p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship. </em></p> <p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p></div>

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