SUMMARY
The Senior Account Manager is responsible for the strategic management, growth, and retention of key client relationships across VitalSolution. This role is accountable for proactively driving new job orders, increasing job growth within assigned accounts and territory, re-engaging past and inactive clients, and identifying opportunities to expand direct business.
The Senior Account Manager develops and maintains strong relationships with client stakeholders while serving as a strategic partner between clients and Recruitment. Through close collaboration with recruiters, Sales, Credentialing, and Operations, this role helps align recruiting efforts with client demand, increase fulfillment, expand direct placements, and drive profitable growth.
As a senior member of the Account Management team, this position is expected to demonstrate a high level of autonomy, strategic thinking, client expertise, and commercial ownership while serving as a resource and mentor to other members of the team.
RESPONSIBILITIES
- Owns and strategically manages a portfolio of assigned client relationships with accountability for client retention, job growth, fulfillment, and expansion of direct business.
- Proactively generates new job orders through consistent client outreach, prospecting, relationship development, and identification of emerging staffing needs.
- Develops and executes strategies to increase job volume and overall business within existing accounts and assigned territory.
- Re-engages former, dormant, and inactive clients to identify opportunities to restore relationships and generate new direct job orders.
- Identifies opportunities to expand relationships across client departments, specialties, facilities, locations, and key stakeholders to increase overall account penetration.
- Develops and maintains strong relationships with key client stakeholders, including facility leadership, human resources, medical executive leadership, department leaders, and other decision-makers to support client satisfaction, retention, and growth.
- Develops a deep understanding of assigned clients' staffing needs, business challenges, workforce strategies, and future demand in order to proactively identify opportunities for growth.
- Develops strategic partnerships with Recruitment to align recruiting activity with direct client demand, priority accounts, and growth opportunities.
- Regularly communicates priority jobs, client needs, market intelligence, upcoming demand, and account opportunities to recruiters and Recruitment leadership.
- Partners with Recruitment to identify accounts, specialties, and markets where focused candidate development can increase direct placements and overall direct business.
- Works collaboratively with Recruitment to identify and resolve barriers to fulfillment and develop strategies to improve placement activity within direct accounts.
- Serves as a key connection between client demand and recruiter strategy, helping ensure recruiting resources and activity are aligned with high-value direct opportunities.
- Partners with Sales leadership to identify and pursue opportunities to expand business within existing accounts and assigned territories.
- Works cross-functionally with Sales, Recruitment, Credentialing, Operations, and other internal partners to ensure successful fulfillment and a high level of client service.
- Monitors account and territory performance to identify trends, declining demand, dormant relationships, fulfillment challenges, and opportunities for additional growth.
- Uses available reporting and business intelligence to evaluate job volume, placements, account activity, and other applicable performance metrics and develop appropriate account strategies.
- Leads or participates in client business reviews and strategic account discussions to evaluate performance, strengthen relationships, identify future needs, and uncover additional opportunities.
- Proactively identifies accounts at risk and develops strategies to strengthen the client relationship, resolve concerns, and retain business.
- Independently manages complex client issues and escalations, coordinating with appropriate internal stakeholders to develop timely and effective solutions.
- Maintains consistent communication with clients regarding open needs, candidate activity, fulfillment, service performance, and other agreed-upon expectations.
- Conducts first-day arrival calls and ongoing quality checks as appropriate to ensure successful placements and maintain strong client relationships.
- Maintains a high level of client trust by communicating openly, following through on commitments, and demonstrating urgency in addressing client needs.
- Provides relevant client and market intelligence to Sales, Recruitment, and leadership regarding demand, competitive activity, rates, staffing trends, and potential growth opportunities.
- Serves as a subject-matter resource and mentor to Account Managers and Account Management support staff, sharing best practices and assisting with complex client situations when appropriate.
- May assist leadership with onboarding, training, account transitions, special projects, and strategic initiatives.
- Maintains accurate and timely documentation of client activity, job opportunities, contacts, and other required information within applicable company systems.
- Adheres to all company policies and procedures.
- Performs additional duties as requested by management
REQUIREMENTS AND EXPERIENCE
- Five (5) or more years of successful account management, client services, sales, business development, or related experience, preferably within healthcare staffing or a related healthcare services environment.
- Demonstrated ability to manage and grow client relationships, generate new business opportunities, and increase business within existing accounts.
- Proven ability to develop strong relationships with clients and effectively engage stakeholders across multiple levels of an organization.
- Strong understanding of healthcare staffing, hospital operations, staffing models, and/or medical terminology preferred.
- Demonstrated ability to work strategically and collaboratively with Recruitment, Sales, and other cross-functional partners to achieve business objectives.
- Strong business acumen with the ability to evaluate account performance, identify growth opportunities, and develop strategies to improve results.
- Excellent verbal and written communication skills, including the ability to lead client calls, business reviews, and internal strategy discussions.
- High level of interpersonal skills with the ability to navigate sensitive, confidential, and complex client situations.
- Ability to use tact, discretion, and independent judgment to analyze issues, make recommendations, and resolve problems.
- Demonstrated ability to independently manage multiple priorities and client relationships in a fast-paced environment while meeting company performance expectations.
- Strong sense of urgency, accountability, initiative, and ownership with the ability to self-motivate and remain flexible.
- Ability to influence and collaborate effectively across teams without direct reporting authority.
- Ability to serve as a mentor and resource to less-experienced team members.
- Working knowledge of Microsoft 365 tools, including Excel and Outlook, and applicable CRM, ATS, and healthcare staffing technology. Working knowledge of Bullhorn preferred.
- Bachelor’s degree preferred or equivalent combination of education and relevant professional experience.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- Ability to use sensory skills to effectively communicate and interact with other employees and the public through use of the telephone, email, video conference and face to face contact
- Ability to use manual dexterity, visual acuity and hearing acuity to effectively use and operate office related equipment such as but not limited to a computer, copier, scanner, camera, phone, headset, keyboard and mouse
- Ability to sit for extended periods of time at a keyboard and workstation with low periods of reaching and standing
- Ability to lift up to 15 pounds at times
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.
RESERVATION OF RIGHTS
Essential functions contained within this job description are listed above; they are subject to change at any time due to reasonable accommodation or other reasons set forth by management.
Compensation Range
$59,400.00 - $74,300.00
Benefits include: health, dental, vision, FSA/HSA, company-paid life insurance, 401K with discretionary match, paid time off, paid parental leave, and tuition reimbursement.
