Manager, Technical Account Management and Elevated Support

Who We Are

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

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 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. • Oversee customer engagement activities such as Monthly Business Reviews, Quarterly Business Reviews, executive communications, and strategic account planning for assigned portfolios and high visibility accounts. • Monitor customer satisfaction, retention indicators, utilization, account health, adoption trends, and risk signals to improve outcomes, reduce churn, and demonstrate program value. • Serve as the escalation point for complex customer issues, incidents, and planned changes, coordinating with Product, Engineering, and Operations to drive timely, structured resolution. • Develop and refine standard operating procedures for ticket management, monitoring, alerting, incident management, customer engagement, and service delivery. • Engage directly with customers to gather feedback, strengthen relationships, support high quality service delivery, and represent the program in customer facing settings, including occasional domestic travel.

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