Technical Account Manager

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 : A Technical Account Manager (TAM) is a customer-facing role responsible for managing and nurturing relationships with key clients. This position acts as the technical point of contact for clients, ensuring the smooth integration, deployment, and use of technology solutions. A Technical Account Manager enables customers to recognize value by providing technical guidance, troubleshooting, and ensuring customer success with a focus on improving the overall user experience and achieving long-term satisfaction.

Duties and Responsibilities :

• Client Relationship Management :
• Act as the primary technical point of contact for assigned clients, developing and maintaining long-term support relationships.
• Understands customer needs, suite of solutions, complex setup and business model.
• Serve as the voice of the customer internally, advocating for their needs and ensuring high levels of satisfaction.
• Advocating on the customers behalf for enhancements or improvements.
• Building relationships with the customer's technical teams through active engagement.
• Technical Guidance and Consultation :
• Provide ongoing support and proactive solutions to technical issues, ensuring minimal disruption to the client's operations.
• Advise clients on best practices and product usage.
• Provide hands-on troubleshooting, root-cause analysis, and technical recommendations for improvement.
• Educate customers about new features, functionalities, and updates to the product or service.
• Internal Coordination :
• Swarming with a team of experts to analyze complex problems and business needs.
• Work with internal teams (engineering, sales, product, etc.) to ensure client needs are met on time and effectively.
• Manage expectations and set clear timelines for deliverables.
• Oversight of all customer cases ensuring forward momentum and resolution of issues.
• Escalation Management :
• Act as the escalation point for technical issues that are unresolved by standard support teams.
• Collaborate with internal engineering teams to resolve complex technical issues in a timely manner.
• Ensure that customer issues are resolved, preventing further impact to business operations.
• Reporting and Documentation :
• Enterprise view of case volumes and trends, identifying opportunities for improvements.
• Maintain thorough documentation of customer interactions, technical support cases, and resolutions.
• Generate reports for both internal teams and customers on performance, system health, and key metrics.
• 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.
• 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 :

Education :

Physical Demands and Work Environment :

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge / skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That's why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range

$76,800 — $115,200 USD

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 opportunit ies 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 v eteran 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

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