Inovalon
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. Responsibilities
Client Relationship Management: Act as the primary technical point of contact for assigned clients, developing and maintaining long-term support relationships. Understand 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. Advocate on the customer’s behalf for enhancements or improvements. Build 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: Collaborate 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. Oversee all customer cases to ensure 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: Provide an 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 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 aspects of the data handled or services rendered. Fulfill responsibilities to achieve operational and financial success of the Employer. Job Requirements
Experience:
Typically requires 3+ years in technical support, customer success, or account management in a related industry. Technical Expertise:
In-depth knowledge of the company’s products, services, and technologies. Customer-Oriented Mindset:
Excellent interpersonal skills with the ability to build strong relationships; ability to understand client business goals and challenges. Problem-Solving:
Strong troubleshooting and analytical skills, with the ability to resolve complex issues and provide creative solutions. Communication Skills:
Exceptional verbal and written communication abilities; ability to explain complex technical concepts in simple terms. Project Management:
Strong organizational skills with experience managing multiple tasks and projects simultaneously. Collaboration:
Ability to work effectively with cross-functional teams, including engineering, sales, and product teams. Ability to thrive in a fast-paced, customer-focused environment. Proactive attitude with a strong sense of ownership and accountability. Strong understanding of SaaS or enterprise-level technologies. Experience working with C-level executives and technical teams. Education
Bachelor’s degree in computer science or information technology, or relevant work experience. Physical Demands and Work Environment
Sedentary work (sitting for long periods). Frequent or constant motion including lifting, carrying, pushing, or pulling objects and repetitive motions. Subject to inside environmental conditions. Travel for this position will include less than 5% locally, usually for training purposes. Compensation and Benefits
Inovalon offers a competitive salary and benefits package. Base compensation range: 76,800 - 115,200 USD. This position may be eligible for performance-based incentives. The actual base pay offered may vary based on knowledge, experience, business needs, location, and internal equity. Inovalon also provides a comprehensive benefits package including health insurance, life insurance, company-paid disability, 401k, and paid time off. Equal Opportunity
Inovalon is 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. Qualified applicants are considered without regard to criminal histories, where permitted by law. For legal requirements and labor law posters, please review the provided links. California Residents: privacy disclosures are available in the California Consumer Privacy Statement.
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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. Responsibilities
Client Relationship Management: Act as the primary technical point of contact for assigned clients, developing and maintaining long-term support relationships. Understand 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. Advocate on the customer’s behalf for enhancements or improvements. Build 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: Collaborate 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. Oversee all customer cases to ensure 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: Provide an 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 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 aspects of the data handled or services rendered. Fulfill responsibilities to achieve operational and financial success of the Employer. Job Requirements
Experience:
Typically requires 3+ years in technical support, customer success, or account management in a related industry. Technical Expertise:
In-depth knowledge of the company’s products, services, and technologies. Customer-Oriented Mindset:
Excellent interpersonal skills with the ability to build strong relationships; ability to understand client business goals and challenges. Problem-Solving:
Strong troubleshooting and analytical skills, with the ability to resolve complex issues and provide creative solutions. Communication Skills:
Exceptional verbal and written communication abilities; ability to explain complex technical concepts in simple terms. Project Management:
Strong organizational skills with experience managing multiple tasks and projects simultaneously. Collaboration:
Ability to work effectively with cross-functional teams, including engineering, sales, and product teams. Ability to thrive in a fast-paced, customer-focused environment. Proactive attitude with a strong sense of ownership and accountability. Strong understanding of SaaS or enterprise-level technologies. Experience working with C-level executives and technical teams. Education
Bachelor’s degree in computer science or information technology, or relevant work experience. Physical Demands and Work Environment
Sedentary work (sitting for long periods). Frequent or constant motion including lifting, carrying, pushing, or pulling objects and repetitive motions. Subject to inside environmental conditions. Travel for this position will include less than 5% locally, usually for training purposes. Compensation and Benefits
Inovalon offers a competitive salary and benefits package. Base compensation range: 76,800 - 115,200 USD. This position may be eligible for performance-based incentives. The actual base pay offered may vary based on knowledge, experience, business needs, location, and internal equity. Inovalon also provides a comprehensive benefits package including health insurance, life insurance, company-paid disability, 401k, and paid time off. Equal Opportunity
Inovalon is 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. Qualified applicants are considered without regard to criminal histories, where permitted by law. For legal requirements and labor law posters, please review the provided links. California Residents: privacy disclosures are available in the California Consumer Privacy Statement.
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