Customer Success Manager - Vigilanz
Inovalon
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.
Overview:
As a key part of the Customer Success team, the Customer Success Admin/Specialist will provide vital administrative support to ensure our customers have an excellent experience with our healthcare solutions. This role will focus on coordination and support activities, such as organizing Business Reviews, facilitating customer connections during Trade Shows, and managing training webinars and newsletters. The role does not carry sales quotas but contributes significantly to customer retention and satisfaction through efficient administrative support.
Responsibilities:
- Coordinate and organize Business Reviews for key customers, ensuring all necessary materials and follow-up actions are completed in a timely manner.
- Support trade show activities by arranging customer dinners, user groups, and other customer engagement events.
- Plan, schedule, and manage customer-facing training webinars, ensuring smooth execution and communication.
- Collaborate with the marketing team to create and distribute customer newsletters, providing updates, product information, and engagement opportunities.
- Maintain organized records of customer engagement activities, ensuring accurate tracking and reporting using CRM tools such as Salesforce.
- Assist in the preparation of presentations, reports, and materials for customer meetings and Business Reviews.
- Act as a liaison between internal teams and customers, ensuring requests and inquiries are directed to the appropriate resources.
- Monitor and document customer interactions to support the ongoing development of best practices and improvements in customer success processes.
- Help identify opportunities for improving customer experience and operational efficiency.
- Ensure compliance with the company's policies and procedures, including adherence to confidentiality and HIPAA requirements.
Qualifications:
- 1-2 years of experience in a customer support, marketing, or administrative role, ideally within the healthcare industry.
- Strong organizational skills with attention to detail and ability to manage multiple projects simultaneously.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) and experience with CRM tools like Salesforce.
- Excellent written and verbal communication skills, with a focus on customer service.
- A proactive, self-starter attitude with the ability to work collaboratively in a team environment.
- Experience in healthcare or a related field is a plus, especially in customer engagement or marketing.
Education:
Bachelor's Degree in Marketing, Business, Healthcare Administration, or a related field is preferred. Equivalent experience will also be considered.
Work Environment:
- Primarily sedentary with occasional light lifting.
- Regular office environment with minimal travel, typically less than 5% for training or event support.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
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.
Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
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.
To review the legal requirements, including all labor law posters, please visit this link