Customer Support Manager Permanent

Data has a story to tell. We give it a voice.

Guided by a mission to help, ABILITY, an Inovalon company, is a leading information technology company helping healthcare providers and payers simplify administrative and clinical complexity by enabling data-driven improvements in healthcare. Our employee philosophy is simple: We hire smart, talented people and trust them to do their thing. As part of ABILITY, youll grow with a company that wants you to succeed. To support you, we provide the teams, the latitude, the support and the culture so you can try new things, broaden your experience, and grow and succeed with us. Join our team and help make ABILITY a great place to do great work!

Heres what an ordinary day of work might look like

• You handle inbound cases for customers not assigned to an Account Manager; deliver quality and timely resolution of inbound case assignments; research, diagnose, and resolve basic and complex customer questions or problems within required turn-around times
• You suggest solutions/alternatives to cancellation requests and process order changes
• You work with customers to increase adoption and utilization and manage customer retention efforts and contract renewals
• You troubleshoot issues when appropriate, escalate as needed, and follow up promptly to ensure customer satisfaction
• You solicit and share customer feedback with internal departments to assist with product development
• You work to identify and/or develop upsell opportunities for the sales team
• You build strong relationships with internal teams; facilitate the resolution of customer needs/issues cross-departmentally; able to effectively prioritize and escalate customer issues to the appropriate internal teams
• You independently identify risk and use sound judgement to escalate customer issues and barriers to continued success
• You maintain wide range of knowledge of ABILITY products/services, work as a part of a collaborative team and provide feedback for improvement to internal stakeholders
• You support the inbound customer phone queue as needed/necessary
• You perform other duties as requested and/or determined
• You maintain compliance with Inovalons policies, procedures and mission statement
• You adhere to all confidentiality and HIPAA requirements as outlined within Inovalons 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
• You fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company
• You uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function

This job is for you if

• You have earned a bachelor’s degree
• You have 0-3+ years customer service or account management experience, intern/externship experience considered
• You are knowledgeable of Microsoft Office suite (MS Word, MS Excel, MS Outlook)
• You are, preferably, experienced with Salesforce or other CRM platforms
• You have a history of increasing customer satisfaction, adoption, and retention
• People say you have a proven ability to drive continuous value of our product(s)
• You are comfortable working with customers of all sizes
• You are customer service minded and committed
• People regard you as a skilled communicator; comfortable with difficult conversations
• You are detail oriented and analytical
• You are a strong team player and self-starter
• You have a consultative approach with proven relationship building experience
• People say you thrive in a multi-tasking, dynamic environment
• You have good time management skills and are self-motivated
• You are able to diagnose and solve complex problems using critical thinking and persuasion
• You, preferably, have ABILITY product knowledge
• You have strong conflict resolution skills
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ABILITY Network is proud to be an equal opportunity workplace and is an affirmative action employer. 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.

What are you waiting for? Apply now!

Are you getting jazzed up by the thought of working with us? Dont hesitate! Apply now! Ability is guided by a simple mission: to help. We help others, make it better, do the right thing always, and deliver extraordinary results together. If you have impeccable written and verbal communication skills, we would love to have you join our team. Apply now to complete our online application. You will need to upload a recent copy of your resume. If you dont have the qualifications we have asked for, this position isnt for you, and we will not be able to consider your application.

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Tagged as: Customer Support, Customer Support Manager, Support Manager