Business Relationship Manager
About The Position
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 .
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
Nice To Haves
- Project Management experience preferred
- Previous experience with the MHK application or similar software is a plus
- Moderate knowledge of relational databases and software preferred
- Managed Care knowledge/experience is strongly preferred
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
Benefits
- 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/Health Club reimbursement opportunity
- Monthly dependent care reimbursement opportunity
- Short Term and Long Term disability
- Basic Term Life and AD&D Insurance
- Paid Time Off 18 days
- Paid Time Off 14 Company Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
