Business Relationship Manager

The Business Relationship Manager will build strong relationships with customers, manage installed accounts, and ensure customer satisfaction. The role requires establishing a strong relationship with assigned customers, understanding their business needs, and providing tailored solutions aligned to each client's goals and use cases.

Requirements

• 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