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Role Description

The Senior Principal, Experience and Enablement is a member of the Customer Experience & Enablement team reporting to the CX & Enablement Leader and is responsible for leading the team (directly and indirectly) in the effective creation, enhancement, and delivery of both internal and client-facing enablement for Sales, Presales, Customer Success, and Support readiness for the Inovalon portfolio. This is a fast-paced role, requiring flexibility collaborating with Marketing, Customer Success, Sales, Engineering, and Operations.

Duties and Responsibilities

• Act as a liaison between Sales, Success, Marketing, and Product teams to ensure that we are delivering consistent, up-to-date, and relevant messages to our field organization.
• Support the internal enablement strategy and project management activities of innovative and digital field training.
• Empower each learner with various assets such as knowledge base, video content, certifications, training classes, and other learning opportunities.
• Work with cross-functional leaders to support the day-to-day training management of the sales, success, and support organizations, enabling each to spend more time on customer-facing activities.
• Proactively solicit and gather voice of customer feedback from the sales and customer success teams on a regular basis to constantly improve support programs with the customer in mind.
• Collaborate with cross-functional leaders to manage all aspects of running the department including business planning, content strategy, and course development.
• Design, deliver, and maintain a comprehensive field enablement roadmap, which should encompass the market, competition, company, products and services, sales processes and systems, sales methodology, management, coaching, sales tools, and skills training.
• Drive measurement of the effectiveness of our enablement deliverables.
• Continuously innovate on all aspects of enablement including programs, delivery, adoption, and reporting.
• Own the definition of all process and knowledge/competency standards across the entire customer journey and define the QA process to ensure compliance and adherence to those standards.
• Drive innovative and creative thinking in how we best educate our employees and customers. Continually evolve offerings and implement modern approaches to learning including video, mobile, gamification, social media, podcasts, webcasts, blogs, and more.
• Research and identify learning needs of our employees & customers, coordinating the design, development, and execution of training solutions. Determining training and development priorities as a result of needs analysis and acquiring or developing programs and resources to meet priority needs.
• 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 Employer.

Qualifications

• Minimum of 10 years in Learning & Development, sales/revenue enablement, or similar disciplines.
• Experience generating revenue, creating new business, and maximizing sales and support leader’s effectiveness.
• Ability to define specific needs of the business and provide appropriate recommendations.
• Desire to lead, direct, and facilitate complex projects that drive change in the organization and promote efficiencies and effectiveness.
• Excellent verbal and written communication capabilities demonstrating success in conveying messages across a diverse set of stakeholders.
• Possess a can-do, positive mindset that is eager to make an impact throughout the organization.
• Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries.
• Strong technical, problem-solving, and collaboration skills.
• Ability to develop and present to management.
• Demonstrate expert status in business and industry trends as it relates to the enablement function.
• Understand our market and the broader landscape of healthcare, competitors, etc.
• Outstanding facilitation skills and ability to take a large audience on a journey while presenting.
• Proven experience in demos and leveraging creative tactics and programs.
• Demonstrate experience building and maintaining an enablement function at a company with >50m in annual revenue.
• Strong business acumen and communication skills.
• Industry experience preferred, but not limited to Healthcare sector.
• Demonstrated initiative & ability to work independently and as a team.
• Excellent time management and focus on productivity.

Education

• Bachelor’s degree or equivalent.

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.
• Travel for this position will approximately 50% as needed.

Benefits

• Inovalon offers a competitive salary and benefits package.
• This position may be eligible for performance-based incentives.
• Base compensation range: $134,000 — $150,000 USD.
• Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments.
• Benefits may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.