Ian Wren Email & Phone Number

Connecticut, United States

Connecticut, United States

Leading a team of experienced Customer Success Managers who work closely with Inovalon's Major/Enterprise Providers with annual revenue of $35 million.Accountable for:- Serving the team to ensure that they are able to complete their roles without impediment and provide excellent customer experiences to our customers.- Working with our Leadership team to create and deliver strategies for our organization and deliver initiatives to ensure we continue to increase our footprint and to deliver customer retention goals.- Partnering with internal teams to help deliver our goal and mission of providing an excellent customer experience.- Working with Providers and customers to ensure that our organization is easy to do business with, and to uncover upsell opportunities.

Tampa, Florida, United States

Promoted to a senior role due to innovative customer engagement strategy, exceeding expectations, and Key Performance Indicators (KPIs).Providing day to day work direction and oversight for the Customer Success Management team; managing daily activities of individual contributors and responsibility for all daily activities impacting the customer experience.Acting as customer leader for 10+ key assigned accounts with annual revenue of $4.5 million. Owning strategic account planning across all products and services with the goal of overall revenue growth, relationship management and a positive customer experience.

Tampa, Florida

Partnering with Inovalon's enterprise level customers to ensure long term success, and increase in adoption and utilization of their revenue cycle management applications. Accountable driver of effective relationships with assigned Major/Complex customers as the key source of knowledge regarding the industry, the products and business needs of our customers. Responsible for the ongoing relationship with customers through setting strategies to ensure our customers are getting full value of Inovalon products and timely and satisfactory resolution to their issues and needs.Acting as customer leader for 20+ key assigned accounts with annual revenue of $6.7 million. Owning strategic account planning across all products and services with the goal of overall revenue growth, relationship management and a positive customer experience.

Shelton, Connecticut

Strengthened and maintained large accounts and enterprise-level business partnerships with solutions-based and consultative approaches. Trained and mentored employees on competency-based principles. Collaborated with each department to ensure seamless client implementations and experience to uphold client service levels. Expanded into new territories. ▪ Oversaw global enterprise-level accounts to include global and domestic Government accounts, School Systems, Townships, and local Government who use Pitney Bowes solutions.▪ Met or exceeded monthly goals and sales targets; boosted team and territory revenue by training internal team on best practices.▪ Conceptualized, developed, and implemented strategic initiatives that aligned with leaderships’ objectives; improved market opportunities through consistent Strengths, Weaknesses, Opportunities, and Threats (SWOT) analysis.

Norwalk, Connecticut

▪ Led initiatives within the project team through completion; ensured all deliverables were met ahead of schedule and under budget.▪ Communicated project status, milestones, deliverables, requirements, and scope to all stakeholders throughout the duration of the technology/cloud services migration project.

United Kingdom

Progressed within career and achieved several increased responsibilities of operational people management, increased portfolio of sales. Increased volume of designated accounts in a large global organization with high-revenue producing offices located throughout the territory. Provided strategic guidance and solutions to the Business and Sales Managers during peak times. Trained new team members on best practices, KPIs, policies, and procedures. ▪ Consulted with prospective clients to gather and write requirements of sales contracts, finance proposals, registration, submitting orders, stock management and stock purchasing▪ Designated by executive leadership to have direct oversight of personnel; provided motivational leadership for individuals and the entire team, with a strong focus on people management and employee engagement.

United Kingdom

▪ Met organization KPI's throughout tenure while concurrently attending and completing college coursework throughout a four-year period.

Level 3 Diploma, Business Administration And Management, General, Pass

Level 2 Diploma, Customer Service Management, Pass