Your Role
The senior associate role is a trusted advisor to our healthcare system and services customers, ensures successful product deployments, and manages ongoing customer relationships to support the adoption and growth of Innovaccer’s health experience products (HXP) - CRM, CDP, marketing automation, analytics, etc. This role will also support customers using our legacy CRM network management, and customer experience solutions built on top of Salesforce CRM. Further, this role blends strategy, delivery, and customer success.
You’ll immerse yourselves in our customers' most intricate campaigns and workflows, explore the business problems understand their true needs, and deliver our solutions that enable our customers to drive adoption and deliver successful outcomes. Your problems will require an analytical and technological mindset, a sharp intuition for key business and technology workflows and issues, and a strong degree of user empathy. You’ll be able to learn and grow your skill sets across new products and workflows.
A Day in the Life
- Customer Engagement: Be aligned to a portfolio of new and live customers; Manage relationships and consistent touch-points with key customer stakeholders
- Goal Understanding: Understand the customer’s strategic goals, team structures, and requirements to align with Innovaccer’s health experience products and broader product portfolio.
- Product SME: Showcase a comprehensive knowledge and deep understanding of Salesforce CRM functionality and how data is integrated across systems (EDWs, CDPs, websites, etc.)
- Be an expert on the capabilities of HXP products and solutions, and how it enable the customer’s goals; Provide operational strategy expertise and best practice thought leadership both internally and externally
- Delivery Management: Lead solution optimization for customers leveraging our Salesforce customer experience and network management solutions from design to deployment
- Lead the overall onboarding for HXP products - manage the project, lead functional and technical requirement gathering, provide recommendations, train the customer on the platform, and support adoption. Partner with other Customer Success and Product Engineering team members onboarding additional Innovaccer products
- Adoption and Value Promotion: Monitor customers’ adoption of onboarded products and guide them to best maximize their usage of HXP products to enable strategic goals; Identify and analyze opportunities to measure success and value generated using HXP products
- Support Growth Expansion: Assist internal efforts to define opportunities for additional Innovaccer products that support customers’ goals.
What You Need
- 4-6 years of Salesforce (Sales Cloud, Service Cloud, Health Cloud ) implementation and configuration experience; strong experience building and maintaining Flows
- 4+ years of experience in technical delivery and account management, or customer services/ consulting (managing multiple projects and customers)
- Excitement to learn new technologies, specifically Innovaccer’s healthcare experience platform suite
- Experience in business requirement gathering, solution design, and expectation management during projects to ensure customer satisfaction
- Ability to lead data driven discussions and experience defining data requirements with an eye for data architecture and data integrity
- Experience assessing and improving user productivity and solution performance to support business goals
- Experience with call center and sales rep solutions and workflows
- Ability to engage with senior-level clients with excellent written and verbal communication skills
- Extraordinary ability to take on open-ended problems in unstructured environments, dive into details, define prescriptive solutions, and deliver outcomes
- Ability to travel up to 25% for targeted customer visits
- Additional skills preferred:
- Experience triaging data quality issues and Flow errors
- Experience with advanced programmatic languages: SQL, SOQL, Apex
- Experience with other platforms/technologies: CDP, web analytics, BI, marketing automation
- Experience working with healthcare verticals and healthcare data sets
Here’s What We Offer
- Generous PTO Benefits: Enjoy PTO benefit accrual of 22 days per year.
- Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
- Rewards & Recognition: Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance. Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance.
- Insurance Benefits: We offer medical, dental, and vision benefits along with 100% company-sponsored short and long-term disability and basic life insurance. Legal aid and pet insurance options are available at a discounted rate.
Innovaccer is an equal opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.
Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.
