Manager, Technical Account Management and Elevated Support

What you will 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.

What you need

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 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 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.

To review the legal requirements, including all labor law posters, please visit this link https://postings.govdocs.com/#/8sZXnFNWk3KYs3F

To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link https://www.inovalon.com/privacy-policy/

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).

Manager, Technical Account Management and Elevated Support

What you will do

Manager, Technical Account Management and Elevated Support

What you will do

What you need

Who You Are

What You'll Need

Our Shared Commitments

About Inovalon

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