The Director of Client Support is responsible to manage the operational oversight and support necessary to enable use of Inovalon's products and services for clients. The Director of Client Support is responsible for implementing and maintaining a support model to sustain a high level of Tier one support for all clients who utilize Inovalon products in a production environment. This position provides leadership for all client support activities, including the cross functional maintenance of products and services within a client production environment. This role will require collaboration with Product, Build, Sales and Clients to support Inovalon's products and services.
The Director of Client Support is responsible for providing leadership, setting strategic direction, enabling Client Support teams to properly support Inovalon's clients' use of Inovalon's products and services.
Oversee the existing support teams to deliver successful customer outcomes responding to customer issues, escalations and inquiries;
Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base;
Engage directly with our customers to garner feedback and ensure quality of service;
Evolve key processes across the teams to scale and drive customer value;
Develop and lead global programs focused on continuous improvement and evolution of support offerings;
Implement systems and processes designed to enable scale and support excellence;
Partner with Inovalon's Product, Run, Build and Client teams to provide customer feedback, streamline processes and improve customer outcomes;
Build upon Inovalon's Support career framework to enhance the team's focus on personnel development;
Participate as a member of our Plan & Deliver Leadership team to collaborate as we evolve Inovalon's customer experience;
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 Company;
Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.
Minimum 8+ years leading customer-facing technical support teams with a commitment to providing superior customer experiences;
Proven experience working in Support in a growing SaaS-based company;
5+ years' experience in a leadership position including managing high performing managers;
Dedicated cross-functional orientation and ability to build relationships with other leaders and teams;
Creative problem-solving ability and forward-thinking mentality;
Strong leadership and communication (verbal, written, and presentation) skills;
Previous experience managing remote teams and ability to develop both in-office and virtual teams;
Proven ability to execute strategic projects that enhance and support customer support excellence;
Demonstrated working knowledge of budgets; and
Experience driving innovation and continuous improvement programs.
Physical Demands and Work Environment:
Sedentary work ( i.e. sitting for long periods of time) Exerting up to 10 pounds of force occasionally and/or negligible amount of force
Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions
Subject to inside environmental conditions
Travel for this position will require business travel to other locations up to 25%
Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.