Account Manager

ACCOUNT MANAGER – FULL-TIME, EXEMPTSHIFT: 8:30 AM - 5:30 PM EST, Monday-Friday, occasional evening or weekend support may be required based on business needs.LOCATION: Territory Based (Must Reside Within Assigned Territory)MedStreamline is transforming senior healthcare through innovative technology solutions that help monitor residents, reduce hospitalizations, and support quality care outcomes. We are seeking a highly organized, relationship-focused Account Manager to support our facility partners throughout the assigned territory.This role is ideal for a self-starter who enjoys working independently, building strong customer relationships, solving technical challenges, and spending significant time in the field. The Account Manager serves as the primary point of contact for assigned facilities, ensuring equipment performance, customer satisfaction, staff training, operational support, and customer retention.This is a territory-based position requiring regular travel throughout the assigned region, with occasional travel outside the territory as business needs dictate. Candidates must possess a valid driver's license, reliable transportation, and active automobile insurance.Essential FunctionsCustomer & Facility Support• Serve as the primary liaison between assigned facilities and MedStreamline, ensuring exceptional customer support and satisfaction.• Build and maintain strong relationships with facility leadership, nursing staff, CNAs, and other key stakeholders.• Conduct regular facility visits throughout the assigned territory to assess operational needs, support customers, and ensure successful utilization of MedStreamline services.• Provide training, education, and ongoing support to facility staff regarding MedStreamline equipment and processes.• Identify customer needs, concerns, and opportunities for improvement, communicating recommendations to internal teams.Equipment & Technical Support• Perform routine inspections, troubleshooting, maintenance, and minor repairs of MedStreamline equipment to ensure optimal performance.• Work directly with facility staff to identify, diagnose, and resolve equipment-related issues in a timely manner.• Manage and process technical support tickets in accordance with company protocols.• Assess equipment condition, performance, and expected lifespan, providing recommendations for repair or replacement as needed.• Monitor spare parts and equipment inventory levels and coordinate replenishment and equipment distribution.• Coordinate replacement equipment, parts, and service requests to minimize operational disruptions.Territory Management & Operations• Manage multiple facility accounts across an assigned territory, ensuring consistent service and support.• Maintain regular communication with facility leaders regarding operational updates, equipment needs, and service enhancements.• Request and coordinate equipment shipments, installations, replacements, and inventory transfers as necessary.• Provide regular reports to leadership regarding customer feedback, training opportunities, operational concerns, equipment performance, and inventory needs.• Collaborate with Operations, Logistics, Clinical, Customer Success, and other internal departments to ensure effective service delivery.Continuous Improvement & Business Growth• Identify opportunities to improve customer outcomes, operational efficiency, and equipment utilization.• Maintain a proactive, solution-oriented mindset when addressing customer and operational challenges.• Support customer retention and business growth through exceptional relationship management and service delivery.• Adapt effectively to changing priorities, schedules, and business needs in a fast-paced environment.• Partner with leadership to recommend process improvements and enhance the overall customer experience.Required• Experience in account management, customer success, field service, technical support, operations, facility operations, or a related role.• Strong troubleshooting, critical thinking, and problem-solving abilities.• Excellent interpersonal, communication, and relationship-building skills, with the ability to interact effectively with CNAs, nurses, Directors of Nursing, facility administrators, and other stakeholders.• Strong organizational and time-management skills with the ability to manage multiple facilities, competing priorities, and deadlines.• Self-starter with the ability to work independently while contributing as an effective member of a team. • Flexible and adaptable, with the ability to adjust schedules and priorities based on business and customer needs.• Strong customer service orientation with a focus on customer satisfaction, retention, and long-term relationship management. • Ability to remain calm and professional under pressure while effectively managing urgent issues and competing priorities.• Tech-savvy with proficiency in Google Workspace and other business technology platforms.• Valid driver's license, reliable transportation, and current vehicle insurance.• Ability and willingness to travel extensively throughout an assigned territory, including overnight travel as needed.• Authorization to work in the United States.Preferred• Experience working in healthcare, long-term care, senior living, or post-acute care environments.• Experience with equipment maintenance, technical support, troubleshooting, repair, or field service operations.• Experience identifying opportunities for account growth, customer retention, upselling, or cross-selling.• Demonstrated growth mindset with a commitment to continuous improvement and operational excellence.• Experience managing customer relationships across a geographically dispersed territory.Additional Expectations• Strong follow-up and customer service skills.• Ability to think proactively and develop practical solutions to operational challenges.• Willingness to perform other duties and responsibilities as assigned.Physical Requirements• Ability to travel extensively throughout the assigned territory, including frequent driving and occasional overnight travel.• Ability to walk extensively within healthcare facilities during site visits and equipment inspections.• Ability to lift, carry, push, and pull equipment and supplies weighing up to 50 pounds.• Ability to bend, stoop, kneel, crouch, reach, and climb stairs as necessary to inspect, install, maintain, and troubleshoot equipment.• Ability to work in a variety of healthcare facility environments.• Ability to use computers, tablets, mobile devices, and standard office equipment for extended periods.• Ability to communicate effectively in person, by telephone, video conference, and email.• Ability to perform the essential functions of the position with or without reasonable accommodation.Success in This RoleSuccess in this role is demonstrated through strong customer relationships, high customer satisfaction and retention, reliable equipment performance, timely issue resolution, effective territory management, and proactive identification of opportunities to improve customer outcomes and operational efficiency.Why Join MedStreamline LLC?A Better Way for Senior Healthcare MedStreamline is transforming the senior healthcare experience by delivering innovative solutions that improve patient outcomes, reduce unnecessary hospitalizations, and support proactive healthcare management.Focus on People & WellnessOur employees are at the center of everything we do. We are committed to fostering a supportive environment that promotes professional growth, work-life balance, and employee well-being through comprehensive wellness initiatives and our Employee Assistance Program (EAP).Growth and InnovationAs we continue to expand our services and impact, we are seeking leaders who are passionate about improving healthcare delivery and driving meaningful change for the communities we serve.Diversity and InclusionMedStreamline is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace. We celebrate diversity and provide equal employment opportunities to all applicants and employees.Employment Eligibility Verification: MedStreamline participates in E-Verify. All offers of employment are contingent upon verification of identity and authorization to work in the United States in accordance with federal law.Job Type: Full-Time, ExemptSchedule: • Full-time • Monday through Friday, 8:30am to 5:30pm EST • Occasional evening and weekend support may be required based on business needsTravel Requirements: Territory-based role requiring extensive field travel throughout the assigned territory.Benefits Include• Medical, Dental, and Vision Insurance• Employer Paid Life Insurance• 401(k) + Employer Match• Paid Time Off• Paid Company Holidays• Company-Provided Technology and Equipment as Required #J-18808-Ljbffr