Senior Experience and Enablement Specialist

Senior Experience and Enablement Specialist

Requirements

• Minimum two (2) years’ experience in a corporate or high-volume corporate environment(s)
• Experience working with Gainsight PX or similar tools
• Advanced interpersonal skills, preferably with a background of serving and anticipating needs
• Willingness to perform with a level of self-direction and independence
• Must have the ability to quickly learn new systems, processes, and procedures
• Able to adapt to competing time sensitive demands

Responsibilities

• Develop, manage, and deliver ongoing customer experience initiatives in support of Inovalon’s corporate, product and service strategies
• Ability to identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer experiences while maintaining brand awareness
• Understand the customer journey design for every phase of the customer lifecycle from evaluate, onboarding, adoption and growth and strategize areas to evolve
• Socialize and evolve the collection of processes Inovalon uses to track, oversee, and organize every interaction with the customer throughout the lifecycle and increase voice as success evangelist
• Own development and assembly of customer insights based on surveys, support data, customer councils, adoption metrics, and win/loss/churn analysis for enterprise wide visibility
• Leverage tools that help customer interfacing roles improve their interactions to be differentiated in how we sell, support, and shape customers experiences
• Increased level of product knowledge of Inovalon solutions to improve development of experiences and enablement efforts
• Work cross-functionally with teams throughout the organization to define and build enablement assets on various platforms
• Represent and advocate the voice of the customer and energize our organization to support them
• Coordinate customer facing roadmaps throughout the organization as part of the CX process
• Act as client experience evangelist by meeting with clients and analyze other sources of feedback and data to constantly evolve our existing and new offerings
• 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.

Preferred Qualifications

• High school diploma or equivalent
• Bachelor’s degree is preferred