Customer Success Account Manager

Inova Health

Customer Success Account Manager managing Epic Community Connect site implementations at Inova Health. Collaborating with teams to ensure successful project outcomes in a hybrid work environment.

Posted 7/12/2026full-timeVirginia • 🇺🇸 United StatesJuniorMid-Level💰 $73,778 - $120,257 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in project management within a healthcare IT environment, focusing on site implementations, user acceptance testing, and ongoing provider support. Proficient in managing stakeholder relationships and operationalizing data for continuous improvement.

Highest-signal resume keywords

Project ManagementEpic Customer Support Management CertificationEpic CertificationStakeholder Relationship ManagementService Hub Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementUser Acceptance TestingData MonitoringOperational ImprovementIncident Management

Soft Skills

CollaborationCommunicationProblem SolvingRelationship Building

Tools & Technologies

Service HubSlicer DicerClinic Manager Dashboard

Certifications & Qualifications

Epic Customer Support Management CertificationEpic Certification

Industry Keywords

Healthcare ITSite ImplementationsGovernanceAccreditationClinical Application

About the role

Key responsibilities & impact

Collaborates with the project team during all phases of new Connect site implementations.
Coordinates clinical application team’s primary responsibilities, including kickoff, discovery & scoping, build, testing, user acceptance validation, training plans, go live rollout, stabilization, and ongoing maintenance.
Participates in Service Hub monitoring for incidents and enhancements.
Partners with informatics for ongoing provider support.
Identifies operational SMEs for each site and maintains relations, including regular onsite visits, correspondence, and progress reports.
Responsible for managing annual satisfaction surveys required for accreditation. Identifies areas for improvement and collaborates with appropriate teams for change implementation.
Initiates issue resolution, escalates and communicates status to the manager on a regular cadence.
Builds positive relationships with providers and other clinical staff.
Understands and participates in an appropriate level of governance, support, and training.
Encourages sites to participate in service line governance committees.
Promotes self-service reporting through Slicer Dicer.
Supports sites in the use of Service Hub for incident and enhancement requests.
Regularly reviews the clinic manager dashboard and executive report with site leadership.
Operationalize Signal, coordinates with informatics for user access, monitors data and outlines opportunities for improvement.
Communicates upcoming upgrades and scheduled downtimes, turnaround time compliance and action plans.

Requirements

What you’ll need

Education: Bachelor’s Degree or 4 years of additional relevant experience in lieu of degree
Experience: 2 years of project management or leadership experience with acquisitions and/or multi-faceted and complex projects, within an Epic or healthcare IT environment.
Certifications: Epic Customer Support Management (CSM) Training required within 6 months of hire
Epic certification required within 1 year of hire

Benefits

Comp & perks

Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.
Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
Work/Life Balance: offering paid time off, paid parental leave, flexible work schedules, hybrid career opportunities.