Account Operations Manager (Remote in US)

Gainwell Technologies

4d • Remote

About The Position

The Account Operations Manager serves as the strategic link between the IT department and external/internal clients. This role ensures that Gainwell Shared Services technology solutions align with SLA's, business goals, fosters long-term partnerships, and drives customer satisfaction through proactive engagement and technical insight.

Requirements

• Bachelor's degree in IT or a related field required.
• Three (3) or more years of experience in a technical support role required, preferably in a service desk environment.
• Experience with the ServiceNow system required.
• ITIL v3 or v4 certification required.
• Previous experience working in the healthcare or Medicaid space required.
• Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, etc.) required.

Responsibilities

• Build and maintain strong relationships with account leadership and stakeholders
• Understand the client business needs and translate them into IT solutions
• Serve as the primary point of contact for IT-related inquiries and escalations
• Collaborate with internal teams to deliver tailored technology solutions
• Monitor service delivery and ensure SLAs are met
• Write and deliver root cause analysis documentation on major incidents and SLA breaches
• Identify opportunities for innovation, enhancements, and process improvement
• Lead client meetings, presentations, and strategy sessions
• Track account performance metrics and prepare regular reports
• Manage multiple projects and timelines across client portfolios
• Stay informed on emerging tech trends and advise clients accordingly

Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
• Company provided computer for work use.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees