Manager, Technical Account Management and Elevated Support

Inovalon; Tampa (FL); Híbrido; USD 140.000 - 200.000; Jornada completa

Descripción de la vacante

Inovalon is seeking a Manager, Technical Account Management and Elevated Support to build and run a scalable TAM program. You will lead cross-functional teams across customer success, support, product, engineering, sales, and operations to ensure value realization from Inovalon solutions after go-live.

The role requires customer-facing leadership, operational discipline, and strategic program development. You will shape the TAM service model, drive adoption and retention, oversee executive

Formación

• 8+ years of experience in technical account management, customer success, or elevated support in Revenue Cycle Management.
• Bachelor’s degree in Business, Information Technology, Healthcare Administration, or related field, or equivalent experience.
• Strong understanding of revenue cycle management workflows and their impact on healthcare customers.
• Experience leading escalations and collaborating across Sales, Customer Success, Product, Engineering, and Operations.

Responsabilidades

• Lead and develop TAM and Services Bureau teams, coaching, goal setting and performance management.
• Define, mature, and scale the TAM operating model, including service scope and delivery standards.
• Lead TAMs and Support Analysts with guidance on technical delivery and customer engagement.
• Partner with Sales, Customer Success, and account teams to identify opportunities for TAM services.
• Oversee monthly/quarterly business reviews and strategic account planning.
• Monitor satisfaction, retention, adoption, and risk signals to improve outcomes.
• Serve as escalation point for complex customer issues and coordinate cross-functional resolution.
• Develop standard operating procedures for ticket management, monitoring, and incident handling.
• Engage with customers to gather feedback and represent the program, including occasional travel.

Conocimientos

Technical Account Management

Customer Success

Elevated Support

Leadership

KPIs & CSAT reporting

Cross-functional collaboration

Communication

Problem solving

Educación

Bachelor’s degree in Business/IT/Healthcare

Related field or experience

Descripción del empleo

Who We Are

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.

Who You Are

As the Manager, Technical Account Management and Elevated Support, you will build and run a scalable technical account management program that helps customers get lasting value from Inovalon solutions after go-live. Working across customer success, support, product, engineering, sales, and operations, you will shape a billable services model that drives adoption, retention, and customer satisfaction. You bring customer-facing leadership, operational discipline, and technical fluency to lead your team, elevate service delivery, and guide clients through complex technical and business challenges.

What You'll Do

• Lead and develop the Technical Account Management and Services Bureau teams, with accountability for coaching, goal setting, performance management, and day to day operations.
  
• Define, mature, and scale the Technical Account Management operating model, including service scope, customer eligibility, engagement cadence, onboarding, handoffs, documentation, delivery standards, and value measures.
• Lead Technical Account Managers and Support Analysts by setting goals, coaching service delivery and customer engagement skills, and ensuring each assigned TAM delivers services: primary technical point of contact, technical guidance and consultation, case guidance and oversight, internal coordination, escalation management, reporting and trend analysis, education, and product advocacy.
• Partner with Sales, Customer Success, and account teams to identify customers who would benefit from TAM services, support positioning and expansion discussions, and provide delivery input for new opportunities.
• Oversee customer engagement activities such as Monthly Business Reviews, Quarterly Business Reviews, executive communications, and strategic account planning for assigned portfolios and high visibility accounts.
• Monitor customer satisfaction, retention indicators, utilization, account health, adoption trends, and risk signals to improve outcomes, reduce churn, and demonstrate program value.
• Serve as the escalation point for complex customer issues, incidents, and planned changes, coordinating with Product, Engineering, and Operations to drive timely, structured resolution.
• Develop and refine standard operating procedures for ticket management, monitoring, alerting, incident management, customer engagement, and service delivery.
• Engage directly with customers to gather feedback, strengthen relationships, support high quality service delivery, and represent the program in customer facing settings, including occasional domestic travel.

What You'll Need

• 8+ years of experience in technical account management, customer success, or elevated support required in Revenue Cycle Management.
• Bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field, or equivalent combination of education and experience required.
• Strong understanding of revenue cycle management workflows and the downstream impact of support and service delivery on healthcare customers.
• Demonstrated ability to manage performance through KPIs, CSAT, utilization metrics, account health reporting, and data driven decision making.
• Strong consultative communication, troubleshooting, analytical, and problem solving skills, with the ability to explain complex technical concepts clearly to clients and internal stakeholders.
• Experience leading escalations and collaborating effectively across Sales, Customer Success, Product, Engineering, and Operations.
• Strong organizational and project management skills, with the ability to manage multiple priorities in a fast paced, customer focused environment.
• Show growth potential and learning agility by building knowledge quickly across evolving products, customer needs, and service offerings, and applying that learning to improve team and program performance.
• Demonstrate leadership by developing team members, influencing cross functional partners, building strong customer relationships, and driving accountability to delivery standards and business outcomes.
• Adapt effectively to ambiguity, shifting priorities, and changing customer needs while maintaining focus on outcomes, service quality, and client value.
• Apply creative thinking to improve the TAM program, refine service delivery models, and solve customer challenges in practical, scalable ways.
• Use analytical skills to interpret performance data, identify trends and risks, and make sound decisions that support retention, satisfaction, and operational effectiveness.
• Nice to have: healthcare technology or SaaS experience, particularly in products that support clinical quality, risk adjustment, or payer and provider workflows.

Our Shared Commitments

• 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 Employer.

Work Environment

This is primarily a computer-based role performed in a remote, hybrid, or office environment. The role requires prolonged periods of computer use and frequent communication and interaction with others, either virtually and/or in person. The role may occasionally require transporting or moving work-related equipment weighing up to 10 pounds, such as a laptop and related materials. Some travel may be required, depending on the needs of the role. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the position, consistent with applicable law.

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. 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 inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to 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. 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.

To review the legal requirements, including all labor law posters, please visit this link

To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link

Work Location: If the US position is listed as remote, employees who reside within a 40-mile radius of one of our office locations in Tampa, FL; Canonsburg, PA; or Bowie, MD will follow a hybrid work schedule and are expected to work in the office two days per week (Tuesdays and Wednesdays).