Business Relationship Manager

The Business Relationship Manager (BRM) will support our MarketProminence suite and is responsible for building strong relationships in order to manage installed customer accounts. You will serve as the primary liaison between MHK and its customers.  Keys to this role include establishing a strong relationship with assigned customers and understanding their specific business needs. You will be a first responder to customer requests, ensure reported issues are addressed in a timely manner, coordinate configuration deployments, manage minor projects, and look for ways to continuously improve your assigned customers’ processes by using increased MHK software functionality, and generate additional revenue for MHK.

Responsibilities:

• Represent MHK by acting as a central point of contact for assigned customer(s)
• Create rapport quickly; reliably meet agreed timelines; capture and relay client feedback to ensure customer satisfaction.
• Maintain a detailed knowledge of the customer’s business processes and systems 
• Effectively communicate CMS compliance changes as issued by MHK Compliance
• Coordinate configuration and/or code deployments as necessary
• Track, triage and resolve reported defects in JIRA and support client configuration questions
• Facilitate weekly client meetings, work through priority issues, and plan future initiatives 
• Facilitate client Quarterly Business Reviews (QBRs), both virtually and/or onsite to review MP performance, align on goals, and strengthen client partnerships
• Schedule and facilitate regular Steering Committee meetings
• Coordinate training of the MHK application
• Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies
• Review MHK enhancements with clients
• SQL statements, reporting and writing queries  
• Coordinate the work of both support and development resources when required
• Collaborate to identify changes in scope in accordance with change control procedures
• Allocate, and approve resource bookings and manage time in time reporting system
• Collaborate to meet Service Level Agreements for assigned customers
• Build and grow client trust organically as a product advisor by proving an ongoing value through accountability, proactive communication and transparency, while providing tailored solutions aligned to each client’s goals and use cases. Consistency creates reliability, and the client’s success is MHK’s success.  
• Travel to client site where necessary (<20%)
• Perform other duties as assigned

Experience/Skills Requirements:

• 3-5 years of B2B client support 
• Health insurance industry experience/knowledge strongly preferred
• Experience with a ticketing system (JIRA, etc.) is required 
• Excellent presentation, communication, and customer service skills
• Ability to communicate complex problems in an easily understood manner
• Ability to effectively communicate client business needs to technical staff
• Attention to detail and excellent analytical skills
• Well, organized with the ability to prioritize and handle multiple assignments
• Demonstrable aptitude to become proficient as a user in MHK software modules
• Project Management experience preferred
• Previous experience with the MHK application or similar software is a plus
• Moderate knowledge of relational databases and software preferred

Education Requirements:

• Bachelor’s Degree preferred; will consider combination of experience and education
• Managed Care knowledge/experience is strongly preferred

At MHK we help health plans and pharmacy benefit managers deliver optimal care management across every member’s health journey.  We do this through state-of-the-art technology that provides critical insights from member enrollment and maintenance through every stage of care and compliance. We believe that long-term partnerships are built on trust. Our team members are expected to build trusted advisory relationships - with MHK clients and one another - through responsive, transparent communication, while honoring commitments, and tying that trust to outcomes.

Benefits Snapshot:

• Medical, vision, and dental plans for full time employees
• 401(k) offered with a generous match
• Benefits begin on first day of the month following employment   
• Exercise