Principal Enablement Specialist

Overview: The Principal Experience and Enablement will leverage data insights from all sources to shape the end to end experiences for each stage of the customer journey as it pertains to the Inovalon Risk portfolio.

Duties and Responsibilities:

• Develop, manage and deliver ongoing Customer Experience initiatives in support of Inovalon's corporate, product and service strategies;
• Design & drive highly differentiated interactive experiences throughout the Customer's journey and continuously refine based on feedback for Inovalon's Risk portfolio;
• Develop and organize customer insights based on surveys, support data, customer councils, adoption metrics and win/loss/churn analysis for enterprise wide visibility;
• Work cross-functionally to analyze the current data and impacts of efforts, and refine areas of focus;
• Collaborate with product owners to shape, design & execute in-app experiences that clearly articulate the value our solution brings;
• Own the Survey Strategy & Voice of the Customer program for Risk and represent the Customer feedback to drive new approaches, programs and address customer concerns throughout the organization;
• Leverage tools to build an enablement programs that helps customer interfacing roles improve their interactions to be differentiated in how we sell, support, and manage customers;
• Enable broader team on how to define, drive, and demonstrate the value (ROI) delivered from our Risk solutions;
• Build & evolve a curriculum within our LMS to enable internal and external constituents on Inovalon's Risk Portfolio;
• Define & maintain process to ensure Help Center content for Risk content is current;
• Establish self within online community and develop creative approaches to engagement;
• 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 Employer.

Job Requirements:

• Minimum of 8 years of experience in Customer facing field;
• Comfortable with all forms of customer insights, including quantitative and qualitative research and other customer signals from search, digital, and social data;
• Previous experience within or collaborating with various cross functional teams with proven ability to build collaborative relationships at all levels;
• Ability to perform with self-direction and independence;
• Strong analytical skills and comfortable using complex data sources;
• Ability to navigate internal and external landscapes and develop compelling points of view;
• Ability to work in ambiguity and break-down ambiguity into actionable items;
• Excellent presentation development skills with a desire to dive into any tool (Inovalon & 3rd party applications including but not limited to: Gainsight CS, PX, Zendesk, LMS); and
• Healthcare / Risk Adjustment background desired.

Education:

• Bachelor's degree or equivalent; and
• Risk Certification a plus.

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 will include less than 10% as needed for job duties.