Account Manager, Senior Care MSP

Job Description Job Description SUMMARY: This position is responsible for serving as the primary point of contact for clients, ensuring seamless service delivery, satisfaction, and long-term relationships; understanding client needs; coordinating internal resources; driving growth opportunities while maintaining a high level of customer engagement and support. DUTIES AND RESPONSIBILITIES: Client Relationship Management: Serves as the primary point of contact for assigned clients; fosters strong, long-term relationships built on trust and responsiveness; & understands the client’s culture, portfolio, and growth strategy. Account Oversight: Proactively manages client accounts, ensures seamless service delivery. Addresses any issues or concerns promptly. Technology Consultation: Works alongside Client Technical Lead to understand clients' IT needs in the senior care sector. Provides guidance on solutions that align with their operational and compliance requirements, through Technical Business Reviews and recurring Meetings. Collaboration with Internal Teams: Works closely with technical deployment, and support teams to ensure clients receive timely and effective solutions. Contract Management: Assists with contract renewals, service agreements. Ensures clients remain informed about their agreements and service scope. Customer Advocacy: Represents the voice of the client internally, ensuring their needs are considered in service and product developments. Problem Resolution: Addresses and escalates client issues and ensures swift resolutions to maintain satisfaction and operational continuity. Sales Growth & Upselling: Identifies opportunities to expand services within existing accounts. Supports revenue growth through our Stack Solutions and upselling opportunities through projects and a la carte options. Reporting & Documentation: Maintains accurate records of client interactions, service requests, sales opportunities, and forecasts in CRM tools like Autotask, KEAP, Smartsheet and others. Training & Education: Helps clients understand and maximize the value of Integrated Health Systems’ offerings through periodic check-ins, webinars, and resource sharing. Attends industry trade shows and performs client onsite visits. Client Retention & Renewals: Drives client satisfaction and retention efforts through proactive engagement and value-driven communication. Performs other related duties as assigned by management. Travel: Occasionally requires travel for business-related events and activities including visiting clients. SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities. QUALIFICATIONS: Bachelor’s degree in Business Administration (BBA), Information Technology, or a related field (strongly recommended). Computer skills required: Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint); and CRM tools (e.g., Autotask, KEAP). Other skills required : Minimum of 5 years of experience in sales and account management, preferably in IT services, healthcare technology, or related industry. Proficiency in Microsoft Excel, Outlook, PowerPoint, and CRM tools (e.g., Autotask, KEAP). Experience with Canva for creating client-facing presentations and marketing materials. Familiarity with IT solutions, cybersecurity, cloud services, and compliance requirements in the senior care sector is a plus. Strong Communication & Negotiation Skills; ability to present solutions, negotiate contracts, and maintain client engagement effectively. Project Management & Organization: ability to manage multiple accounts, prioritize tasks, and ensure timely follow-ups. Well-developed negotiation, project, and account management skills. Working knowledge of industry product information Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization. Demonstrated ability to create sales results and sell services in a complex environment. Expertise in expanding senior level management at large customers. Excellent written and verbal communication skills. Excellent problem resolution and consultative sales skills. Capability to meet or exceed sale targets. Ability to work independently and as a member of various teams and committees. Commitment to excellence and high standards. Strong organizational, problem-solving, and analytical skills Ability to manage priorities and workflow. Creative, flexible, and innovative team player. Acute attention to detail. Proven ability to handle multiple projects and meet deadlines. Strong interpersonal skills. Ability to deal effectively with a variety of individuals at all organizational levels. Good judgment with the ability to make timely and sound decisions. Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. COMPETENCIES: Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Attention to Detail - Ensures accuracy in documentation, contracts, and client interactions. Business & Sales Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals. Collaboration & Teamwork – Works effectively with internal teams to ensure seamless service delivery and client satisfaction. Communication Skills - Excellent verbal and written communication, with the ability to explain technical solutions in a clear and compelling manner. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Customer-Centric Mindset - Strong ability to build and maintain client relationships with a focus on delivering value and excellent service. Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce. Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Technical Acumen - Understanding of IT services, cybersecurity, and cloud solutions, especially in the senior care sector. PHYSICAL DEMANDS AND WORK ENVIRONMENT: Occasionally required to stand. Occasionally required to walk. Continually required to sit. Continually required to utilize hand and finger dexterity. Continually required to talk or hear. While performing the duties of this job, the noise level in the work environment is usually quiet. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision; distance vision; and ability to adjust focus. COMPENSATION: Salary: Competitive salary commensurate with qualifications and experience. Healthcare: Access to medical, dental, and vision insurance. Insurance: Various insurance options, including life, disability, and other voluntary options. Retirement: 401(k) plans and other retirement savings options.

Location: Columbus, OH, US

Posted Date: 5/3/2025