Summary

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.

Your role in our mission

• 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

What we're looking for

• Associate's or Bachelor's degree in IT or a related field preferred.
• 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.

What you should expect in this role

• Opportunities to travel through your work (0-10%)
• This is a full-time permanent regular salaried (W-2) employee position.
• 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. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will remain posted to take applications until November 4, 2025.

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