Account Manager

Job Title

Account Manager

Department

Sales / Client Services

Position Summary

The Account Manager is responsible for developing, managing, and strengthening relationships with Skilled Nursing Facilities (SNFs), Long-Term Care (LTC) facilities, Assisted Living communities, and other post-acute care partners. This individual serves as a trusted advisor and primary point of contact for assigned accounts at Metro Hospital, ensuring exceptional customer service, client retention, and continued business growth.

Working closely with facility administrators, facility admissions, regional leadership teams, and other key stakeholders, the Account Manager identifies customer needs, delivers customized solutions, and supports operational excellence and quality resident outcomes. This role collaborates across internal departments to ensure seamless service delivery, customer satisfaction, and achievement of organizational objectives.

Essential Duties and Responsibilities

• Serve as the primary point of contact for facility leadership, administrators, and clinical teams regarding products, services, and account-related needs.
• Build and maintain strong, long-term relationships with key decision-makers and stakeholders within assigned accounts.
• Conduct regular facility visits, business reviews, and strategic account meetings to assess customer satisfaction and identify opportunities for growth.
• Identify opportunities to expand services, increase utilization, and support customer operational, financial, and clinical goals.
• Develop and execute strategic account plans designed to achieve revenue growth, customer retention, and satisfaction objectives.
• Collaborate with operations, customer service, clinical support, billing, and leadership teams to deliver exceptional customer experiences.
• Monitor account performance metrics, service levels, and customer feedback, providing recommendations for continuous improvement.
• Prepare and present service proposals, pricing agreements, contract renewals, and quarterly business reviews.
• Maintain accurate account documentation, customer interactions, and sales activities within the CRM system.
• Resolve customer concerns promptly and professionally while serving as an advocate for customer needs.
• Develop a thorough understanding of the long-term care industry, including regulatory requirements, reimbursement changes, workforce challenges, and market trends.
• Support customer onboarding, implementation, and training initiatives to ensure successful adoption and utilization of services.
• Partner with facility leadership to identify solutions that improve operational efficiency, resident outcomes, staff satisfaction, and overall care delivery.
• Stay informed of competitor activities, emerging industry trends, and market developments impacting post-acute care providers.
• Meet or exceed established goals related to account retention, customer satisfaction, revenue growth, and service expansion.

Qualifications

Education

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred.
• Equivalent combination of education and experience may be considered.

Experience

• 3+ years of account management, sales, business development, or customer relationship management experience preferred.
• Experience managing multiple client accounts simultaneously.
• Proven ability to achieve revenue growth and customer retention goals.

Knowledge, Skills, and Abilities

• Strong relationship-building and interpersonal skills.
• Excellent verbal and written communication skills.
• Effective negotiation and problem-solving abilities.
• Strong organizational and time-management skills.
• Ability to analyze customer needs and recommend solutions.
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong attention to detail and follow-through.

Legacy Health Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, or any other protected characteristic under applicable law.