Reference #: 5841047003Inovalon 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.Overview:The Manager, Application Support role oversees and manages the Application Support team to coordinate best-in-class, technical support for internally developed products and application software for both internal and external customers. They will be responsible for leading and managing escalations as point of contact to resolution with thorough documentation throughout the life-cycle of a reported issue or incident.Duties and Responsibilities:Oversee the existing support team to deliver successful customer outcomes responding to customer issues, escalations and inquiries;Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base;Engage directly with our customers to garner feedback and ensure quality of service;Evolve key processes across the teams to scale and drive customer value;Develop and lead global programs focused on continuous improvement and evolution of support offerings;Implement systems and processes designed to enable scale and support excellence;Partner with various internal Inovalon teams to provide customer feedback, streamline processes and improve customer outcomes;Build upon Inovalon's Support career framework to enhance the team's focus on personnel development;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; andFulfill 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:3-5 years leading customer-facing technical support teams with a commitment to providing superior customer experiences;Proven experience working in Support in a growing SaaS-based company;Dedicated cross-functional orientation and ability to build relationships with other leaders and teams;Creative problem-solving ability and forward-thinking mentality;Strong leadership and communication (verbal, written, and presentation) skills;Previous experience managing remote teams and ability to develop both in-office and virtual teams;Proven ability to execute strategic projects that enhance and support customer support excellence;Experience driving innovation and continuous improvement programs.Education:Bachelor's degree or related professional experiencePhysical 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;Travel for this position may require business travel to other locations

　　The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near th top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.Base Compensation Range$87,629---$115,000 USD

　　Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.To review the legal requirements, including all labor law posters, please visit this

　　Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.