VP, Customer Success

Overview: The Vice President, Customer Success Management ("VP") is responsible for the oversight and leadership surrounding customer management, product solutioning and delivery, and customer solutioning. VP must provide leadership and management across the Customer Success group while maintaining excellent relationships with customers.

The VP will serve in a key leadership role as a member of the business unit leadership team responsible for delivering an industry-leading customer service experience. The VP will bring success in customer satisfaction, customer engagement and communication, project leadership, successful delivery, and customer expansion and will have responsibility for all day-to-day customer management. This role is responsible for ensuring a best in class team is recruited, developed and engaged while providing innovation in the business unit’s approach to support the growth strategy. The VP will oversee each of the team(s), will work with counterparts within the BU and Inovalon to align our capabilities, and will provide strategic guidance to enhance the business unit’s customer relationships.

The VP works closely with the BU President & GM, and leaders in each area - Product, Sales, and Engineering and their direct reports to strategically align personnel with the company goals/objectives. The VP is responsible for leading corporate strategic and tactical initiatives regarding long term growth and planning. The VP also assists in representing the Pharmacy business unit from a business perspective in all complex business transactions.

The VP is involved in routine interactions and is engaged with the broader Inovalon Company as it relates to pharmacy product strategy, markets, and offerings. This role serves in a leadership role within the business unit and is directly involved in all key organizational strategy and decision-making.

Duties and Responsibilities:

• Develop and maintain "expert-level" knowledge regarding products, services, capabilities, infrastructure, and operations of Employer and its affiliates, the marketplace, competition, strategic positioning, threats and direction to achieve optimal insight and success with respect to Employer’s (and those of its affiliates) products, services, capabilities, support, functionality requirements, and financial performance;


• Lead, drive and ultimately be responsible for, all planning, implementation, execution, and successful achievement of customer management, product solutioning and delivery, and customer solutions strategic goals including:
  
  
  
  1. Develop, implement and manage the annual budget in conjunction with the BU President and Finance team; prepare and submit an annual operational budget for review and approval and manage effectively within this budget;
  
  
  2. Provide effective and inspiring leadership for the Customer Success team and across the organization as appropriate;
  
  
  3. Provide oversight and leadership of a team of customer services, customer management, product solutioning and delivery, and customer solutions professionals and work cross-functionally with the product, build and run teams in the accurate and timely delivery of BU’s products;
  
  
  4. Provide oversight and leadership in the customer service delivery strategy, driving its execution beyond the day-to-day oversight. Be accountable for the strategic leadership of the accounts, customer satisfaction and the creation of valued senior level business relationships with customers;
  
  
  5. Accountable for all up-sell revenue, inclusive of the cadence and metrics utilized to drive budget achievement including customer issue resolution metrics including backlog management and response time;
  
  
  6. Drive cross-sell engagements with existing customers in partnership with sales; Includes setting the strategy for the engagement, shepherding customer presentation materials through the proposal process and being able to articulate the value in the proposal and how it drives customer success;
  
  
  7. Develop and maintain the value creation methods of the BU’s products and leverage the existing framework for ROI attribution to gain customer acceptance and utilization;
  
  
  8. Develop a customer satisfaction and reference-ability framework and process portfolio wide;
  
  
  9. Lead and direct cross functional leaders and teams in manner that fulfill customer success roadmap and objectives;
  
  
  10. Oversee operational and product execution across the following dimensions for customer value and ROI achievement, volume and revenue budget / forecast achievement, and Service Level Agreements (SLAs) attainment;
  
  
  11. Develop an account planning process aimed at extending and expanding relationships high, wide and deep across the customer organization;
  
  
  12. Establish an effective process to monitor and ensure achievement of customer SLA and key deliverables;
  
  
  13. Develop and leverage a strategic customer planning and reference-ability framework in order to drive high retention and better insight into the pulse of the customer to have begun expanding relationships across the mapped customer enterprise;
  
  
  14. Provide assistance to the Human Resources organization to address needs across the Pharmacy Business Unit driving employee satisfaction and growth;
  
  
  15. Support the forecasting of revenue and associated, required, resources related to areas of responsibility;
  
  
  16. Work closely with the executive team to facilitate alignment of strategic goals;
  
  
  17. Create and/or review Statements of Work for new service delivery;
  
  
  18. Participate in executive oversight and steering meetings with customers;
  
  
  19. Accountable for executive sponsor on key accounts, leading to high profile customer cross-sell engagements and able to drive issue resolution across the enterprise with a strong knowledge of Inovalon process and products;
  
  


• 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 12 years of experience and a track record in senior program management;


• Minimum of 10 years of experience managing teams;


• Strong understanding of healthcare and Pharmacy;


• Excellence in organizational management with the ability to coach a senior-level staff member to manage and develop high-performance teams;


• Proven history of effective leadership in a matrix organization;


• Significant experience with strategic planning, execution, and tracking to identify both success as well as challenges to meeting objectives;


• Strong interpersonal and relationship building skills;


• Strong financial planning, budgeting and analysis skills;


• Customer-oriented mindset to ensure internal and external goals are aligned;


• Excellence in communication with customer executive management team as well as the internal management team; and


• Adept at creative thinking and problem-solving.

Education:

• BS/BA degree is required; and


• Advanced Degree preferred.

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 customer meetings / visits, conferences, etc. as required.