Account Manager, Customer Success - Provider

Overview:  The Account Manager Role is part of the Customer Experience and Engagement team which is focused on ensuring we are easy to do business with and our solutions provide value to our customers.

The Account Manager will be the accountable driver of effective relationships with our customers as the key source of knowledge regarding the industry, the products and business needs of our customers and will serve as a trusted advisor.

 This Role is responsible for working with multiple aspects of the account relationship of customers within their designated portfolio.  This role will be accountable for the ongoing relationship with their customers through setting a strategy to ensure the customer is getting full value of ABILITY products and has timely and satisfactory resolution to their issues and needs.

Duties and Responsibilities:

• Accountability for meeting revenue retention targets assigned customers utilizing research and sales techniques to re-sell current products or provide alternative solutions to ensure customer loyalty and retention in the face of competitive pressures;
• Relentless pursuit of excellence by ensuring every aspect of the customer experience is executed to the fullest;
• Function as a customer leader for key assigned accounts, owning strategic account planning across all products and services with the goal of overall revenue growth, relationship management and a positive customer experience;
• Engage with the customer to understand their business needs and growth potential, build rapport, and negotiate appropriately to achieve a mutually beneficial solution when applicable;
• Consult with customers about new products and benefits and forward upsell and cross-sell sales leads to appropriate sales team;
• Grow and retain customers by educating them on the benefits and value of ABILITY’s products and services utilizing various methods including Sales Strategy demos, Lunch ‘n Learn Webinars, Training webinars and consultative selling skills;
• Maintain a good understanding of the healthcare revenue cycle and seek an in-depth knowledge of ABILITY products to support the customer through their lifecycle;
• Remove barriers to drive successful implementation and on-boarding including new products, new locations and/ or enhancements;
• Identify and mitigate at-risk customer revenue by creating action plans to prevent and minimize cancellations, suspensions and non-renewals;
• Anticipate customer needs and troubleshoot and use cross-functional resources to resolve issues and risks in a timely and comprehensive manner;
• Track and monitor and report progress, status and other metrics related to customer engagement activities;
• Maintain updated Account Plans as required by the business;
• Utilize and document in Sales Force CRM and other sales automation tools to provide internal stakeholders with visibility to performance and ensuring the organization has a focus on the high-return opportunities and activities;
• Taking initiative and maximize product education, leadership development and professional development through company resources;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• 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; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum of 2 years of experience in a customer facing/customer service related role.
• 1 year of experience in account management and/or healthcare preferred.
• Proficiency using Microsoft Office applications (WORD, EXCEL, PowerPoint);
• Ability to research and get to root cause and influence, drive and mobilize others to a timely correction/resolution.
• Possess a self-starter attitude with a demonstrated territory management capability;
• Display a sense of urgency, with a proven record of delivering exceptional customer experience while maintaining a professional, calm, positive outlook;
• Excellent written, verbal and interpersonal communication skills and ability to negotiate with customers in a courteous and professional manner;
• Adept at outlining and communicating internally specific action plans designed to drive and mobilize others to a timely resolution on behalf of the customer;
• Substantial organizational skills and attention to details, ability to prioritize, organize and meet multiple deadlines;
• Proven problem-solving skills, including balancing multiple priorities and improving processes;
• Experience in healthcare revenue cycle management (RCM) and/or medical billing is preferred; and
• Experience with Salesforce and Gainsight software is preferred.

Education:

• Business related Bachelor's Degree or equivalent experience.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.