Senior Experience and Product Enablement Specialist

Overview:  The Senior Experience and Enablement Specialist is primarily responsible for supporting and enhancing each stage of the customer journey including strategizing and shaping interactions across all departments of the organization. This position will drive processes, awareness, and engagement in the help center as well as the in-app and eLearning channels while continually monitoring the success and outcomes for each experience.  

Duties and 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. Develop listening points in the customer journey, define segmentation of customer base, analyze the approach and act accordingly to drive desired outcomes;
• 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; and
• 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.

Job 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; and
• Able to adapt to competing time sensitive demands.

Education:

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

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; and
• Travel for this position may include 15 - 20% depending upon the line of business being supported.