Customer Success Manager, Customer Delivery & Success
Bowie, Maryland, United States · Posted 1 month agoDescription
Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.
At Inovalon, our customers rely on complex healthcare data solutions to support critical business and clinical decisions. We're seeking a Customer Success Manager who will serve as a trusted partner to our customers, helping them maximize value from our solutions through exceptional relationship management, proactive communication, and delivery coordination.
This role is ideal for someone who enjoys building strong customer partnerships, solving problems collaboratively, and working across teams to ensure successful outcomes. Unlike traditional quota-carrying Customer Success roles, this position focuses on customer retention, satisfaction, and long-term partnership rather than sales targets.
What You'll Do
Build Trusted Customer Relationships
- Serve as the primary point of contact for assigned customer accounts.
- Develop strong relationships with customer stakeholders across business and technical functions.
- Understand customer goals and help align our solutions to their evolving needs.
- Lead regular customer meetings, business reviews, and strategic discussions.
Drive Customer Success
- Monitor customer health and engagement.
- Identify risks and opportunities to improve customer experience.
- Support customers throughout their lifecycle, from onboarding through ongoing utilization.
- Partner with customers to ensure they achieve value from their investment.
Coordinate Successful Delivery
- Collaborate with Product, Engineering, Data Operations, and Delivery teams to support customer initiatives.
- Communicate timelines, milestones, and changes effectively.
- Proactively identify and address risks that may impact customer outcomes.
- Ensure customers remain informed and supported throughout delivery processes.
Manage Issues and Escalations
- Coordinate resolution efforts for customer concerns and operational issues.
- Serve as a customer advocate within the organization.
- Drive clear communication and accountability during issue resolution activities.
Qualifications
Required
- 3-5 years of experience in Customer Success, Account Management, Client Services, Program Management, Technical Account Management, or a related customer-facing role.
- Experience working with healthcare data, including healthcare claims, EHR, clinical, provider, payer, or related healthcare datasets.
- Demonstrated ability to manage customer relationships and coordinate cross-functional initiatives.
- Strong communication, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred
- Experience supporting enterprise customers.
- Familiarity with healthcare data delivery workflows and data operations processes.
- Experience working with technical teams and translating complex topics for customers.
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