Customer Success at Innovaccer
Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.
About the Role
The role of the Regional VP-Customer Success (Government) is to be the end-to-end Customer Success leader for the Government Vertical for Innovaccer. You will be responsible for managing a team of CS Directors and owning a portfolio of accounts in the post sales stages (implementation, adoption, experience and growth) as well as involvement in pre-sales stages for complex government contracts.. You will also be responsible for growing and developing Innovaccer’s relationships with the customers at the executive level. Innovaccer believes in realizing value for their customers and it will be an important part of this role to constantly drive value realization from Innovaccer products.
A Day in the Life
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Customer Relationship Management: Manage and grow relationships and constant touch-points with senior customer executives for the region
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Team Management: Grow and manage a team of Customer Success Managers/Directors who, in turn, will manage a certain number of accounts and delivery teams in that region and be responsible for the overall delivery/implementation, adoption and experience for those customers.
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Expansion & Renewal Management: Be responsible for renewals, upsells, and cross-sells for the whole region
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Identifying and Nurturing Growth Opportunities: Responsible for the farming and growth of accounts for the region and for strategic account management
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Goal and Requirement Understanding: Understand customer’s business, strategic goals, and requirements to Innovaccer’s product portfolio.
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Value Opportunity Identification and Realization: Identify and communicate opportunities for customers and realize value generated from Innovaccers products and services.
- Customer KPIs: Ensuring all KPIs are met for adoption, experience and expansion for your portfolio of customers
What You Need
- 10 or more years of experience in implementing Health / Healthcare Technology in the government space.
- Customer Success (in the technology sector), Professional Services or Technology Consulting experience from a top tier firm.
- 6 or more years of proven experience in managing customer facing teams
- Excellent written, verbal communication skills
- Ability to develop and present complex business reviews and executive presentations
- Ability to develop accounts strategically and nurture relationships within the accounts
- Strong analytical ability and problem-solving skills
- Excellent attention to detail and problem-solving ability with demonstrated hands-on work experience in data analytics
- More than 5 years experience with government contract management and compliance tracking for multiple contracts in excess of $1M in annual value.
- A minimum of 5 years’ experience working with Medicaid/Medicare operations, systems, regulations/standards, as well as cost reporting, profit and loss, and budget compliance.
- Knowledge of Medicaid/Medicare & Public Health regulations/standards.
- Project oversight / coordination / management
- Experience working in a matrixed environment.
Preferred Skills
- Value-Based Care knowledge
- MBA or Graduate Degree
- PMP Certified
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
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Generous PTO Benefits: Enjoy PTO benefit accrual of 22 days per year.
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Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
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Rewards & Recognition: Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance. Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance.
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Insurance Benefits: We offer medical, dental, and vision benefits along with 100% company-sponsored short and long-term disability and basic life insurance. Legal aid and pet insurance options are available at a discounted rate.
Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.
Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.
