Account Manager

The Account Manager serves as a primary business relationship leader for assigned client accounts to ensure seamless coordination across projects, support, and client communication. This role is responsible for building strong executive and operational relationships, protecting and helping to grow client value by driving coordinated internal action, and ensuring the client experience reflects MHK’s commitment to partnership, accountability, and results.

The Account Manager works in close partnership with Production Support, the PMO, Professional Services, Product, Client Experience and Sales Enablement to align client priorities, resolve issues, support strategic planning, and identify opportunities for growth. This role must balance client advocacy with sound business judgment and operate with strong ownership, clear communication, and disciplined follow-through.

Key Responsibilities:

• Serve as the primary operational point of contact for assigned client accounts, ensuring clear, consistent communication on all initiatives
• Coordinate cross functionally across Project Management, Production Support, Client Executive, and Engineering teams
• Build and grow client trust organically as an 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
• Provide clients with timely updates on project status, support tickets, incidents, and overall account health
• Track and manage multiple concurrent workstreams (projects, enhancements, support issues), ensuring alignment and visibility
• Facilitate internal coordination between the PMO and Production Support teams to improve communication, prioritization, and execution
• Understand and manage support requirements and service requests, ensuring proper intake, prioritization, and follow-through
• Manage and coordinate the LOE (Level of Effort) process, working with internal teams to scope, estimate, and communicate timelines to MHK’s clients
• Identify operational gaps, risks, or inefficiencies and drive resolution across teams
• Schedule and lead client touchpoints, including status calls, issue reviews, and coordination meetings
• Develop a strong understanding of each client’s business, workflows, and priorities to better align internal efforts and optimize the solution

• Maintain a high level of professionalism, accountability, and responsiveness in all client interactions, while improving friction and communicating promptly to foster trust
  

Position Requirements:

• Minimum of three (3) years of experience in Account Management, Project Management, Client Services, or Support Operations.
• Experience in healthcare, payer operations, or healthcare SaaS/platform environments
• Strong understanding of software delivery, support processes, and SaaS/PaaS environments
• Proven ability to manage multiple priorities, stakeholders, and timelines simultaneously
• Proficiency with JIRA or other ticketing systems, Confluence, and Microsoft Office Suite
• Excellent communication and interpersonal skills with the ability to build trust with clients
• Experience coordinating across cross-functional teams (PMO, Production Support, Engineering, Product)
• Strong organizational, problem-solving, and follow-through skills

• Comfortable working in a fast-paced, client-facing environment with ambiguity
  

AI Competencies and Expectations:

• Use AI-enabled tools responsibly to improve account planning, meeting preparation, follow-up, issue trend analysis, and client communication quality.
• Apply AI tools to summarize complex information, prepare executive-ready account briefs, and improve speed and consistency of internal coordination.
• Understand the value proposition of MHK’s AI capabilities and be able to discuss them credibly with clients in the context of business outcomes.

• Maintain a working knowledge of emerging AI applications relevant to payer operations, service delivery, and client engagement.
  

Decision Making Authority:

• The Account Manager is expected to operate with meaningful independent judgment and decision-making authority within defined business guardrails.
• This includes the authority to:
  • Serve as a primary relationship lead for assigned clients and make day-to-day decisions regarding account communications, meeting cadence, stakeholder engagement, and follow-up actions.
  • Determine when to escalate client issues, service concerns, delivery risks, or relationship threats to leadership.
  • Coordinate cross-functional resources and call for internal alignment meetings when client outcomes require broader action.
  • Prioritize account-level relationship activities and recommend client-specific action plans to protect satisfaction, retention, and growth.
  • Make recommendations on account strategy, risk mitigation, communication approach, and executive engagement.
  • Represent the client perspective in internal planning and governance discussions.
  Approve routine client-facing communications and account plans within established organizational guidelines.

Note : This role does not independently approve contractual changes, pricing adjustments, scope of changes with financial impact, legal commitments, or product roadmap commitments without the appropriate internal approvals.

Education Requirement:

• Bachelor’s Degree preferred; will consider combination of experience and education
  

Additional Requirements:

• Local to Tampa for Hybrid collaboration in-office at least 3 days per week
• Employment is contingent upon successful completion of a background check and drug screening.
• Occasional travel may be required.

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/Health Club reimbursement opportunity

• Monthly dependent care reimbursement opportunity

• Short Term and Long-Term disability

• Basic Term Life and AD&D Insurance

• Generous PTO and Company Paid Holidays

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