Key Account Manager

Description

Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3500 long-term care and skilled nursing facilities across 25 states. Aria Care Partners believes that our clinicians should be able to focus on providing the best, most comprehensive care for their patients. Our clinicians visit different skilled nursing communities daily, bringing life-affirming care to an underserved population. Our business model, innovation, customer support and teamwork deliver an unparalleled customer experience, resulting in a customer satisfaction rating of over 98%. Executing this strategic philosophy resulted in rapid company growth with revenue increases of 25%-30% annually over the last 4 years, nearly doubling the size of the company. Company values include caring fully for our customers and fellow employees, striving for excellence and continuous improvement, and excelling through the power of teamwork and collaboration. At Aria Care Partners, our mission is to enrich the quality of life for every resident with passion and compassion. 

We are seeking a Key Account Manager who is passionate about making a difference in the lives of the geriatric population in senior living communities across the nation. This highly visible role is responsible for training and coaching regional account managers, account retention, relationship management, customer service excellence, insurance sales support, operational problem-solving, and strategic intervention in high-priority facilities.

The ideal candidate thrives in high paced environment, enjoys coaching and developing others, and can quickly assess challenges and implement solutions that drive customer satisfaction, account retention, and business growth.

This position requires NATIONWIDE TRAVEL and candidates must reside with convenient access to a major airport and expect to travel at least 2-3 weeks per month.

Essential Responsibilities

Account Management & Customer Retention

• Retain and grow existing facility relationships and proactive customer support.
• Sustain rapport with key accounts by identifying specific needs, anticipating opportunities, and delivering exceptional service.
• Educate facilities on Aria Care Partners' mission, services, and value proposition.
• Serve as a trusted resource for facility leadership, residents, and staff.

Facility Support & Problem Solving

• Provide interventional support for high-priority facilities, partnering with operational and clinical leaders to address urgent business and customer service challenges.
• Evaluate facility performance concerns, identify root causes, and develop action plans that improve outcomes.
• Utilize strong problem-solving and critical-thinking skills to resolve complex customer, operational, and service-related issues.
• Support organizational initiatives designed to improve customer satisfaction, retention, and operational performance.

Training & Coaching

• Deliver training, onboarding, and ongoing coaching to Account Managers to promote best practices and consistent performance.
• Mentor team members on relationship management, territory planning, customer engagement, and problem resolution.
• Support professional development initiatives that strengthen team effectiveness and customer experience.

Sales & Business Development

• Achieve marketing and sales objectives by contributing insights, recommendations, and market intelligence.
• Identify growth opportunities through market analysis, customer feedback, and competitive research.
• Assist in the implementation of strategic plans and continuous improvement initiatives.
• Maintain promotional materials and coordinate marketing resources as needed.
• Plan and attend customer meetings, industry events, conferences, and trade shows.

Operational Excellence

• Complete audits, monitor trends, and identify process improvements.
• Manage confidential information while protecting the organization's interests.
• Accept ownership of special projects and new initiatives that contribute to organizational goals. 

Requirements

Location & Travel Requirements

This is a remote, field-based position consisting of home office and customer-facing field days.

Requirements include:

• Residence within the United States with convenient access to a major airport.
• Ability to travel nationwide as business needs require.
• Extensive travel commitment averaging 2 to 3 weeks per month.
• Daily travel within assigned territories and significant overnight travel.
• Up to 75% travel, including overnight stays and multi-state assignments.
• Ability to respond to urgent facility support needs and travel on short notice when necessary. 

Education & Experience

Required/Preferred Qualifications

• Associate's or Bachelor's degree preferred.
• 3 to 5 years of relevant sales, account management, healthcare, or customer service experience.
• Experience supporting senior living, skilled nursing, long-term care, or healthcare environments preferred.
• Prior experience in life and health insurance sales preferred.
• Current Life and Health Insurance License or ability to successfully obtain licensure.
• Valid driver's license with a clean driving record.
• Reliable transportation.

Key Competencies

• Responds promptly to customer needs while continually striving to improve service quality and satisfaction.
• Strong analytical and critical-thinking abilities with demonstrated success identifying issues, evaluating options, and implementing effective solutions.
• Excellent verbal, written, presentation, and relationship-building skills.
• Effectively manages multiple priorities, travel schedules, customer requests, and project deadlines.
• Demonstrates accuracy, thoroughness, and commitment to continuous improvement.
• Thrives in a dynamic environment with changing priorities and frequent travel.
• Reliable, accountable, and responsive to organizational needs.
• Effective time management skills and the ability to strategically manage travel schedules, facility visits, and account coverage across multiple states and regions.
• Collaborates effectively with cross-functional teams while serving as a coach and mentor to Account Managers and facility partners.
• Ability to lift up to 50 pounds.
• Ability to travel extensively, including driving, flying, walking facilities, and standing for extended periods as needed.

Why Join Aria Care Partners?

• Opportunity to make a meaningful impact on the lives of seniors nationwide.
• Dynamic, relationship-focused role with significant autonomy and visibility.
• Opportunity to mentor and develop fellow Account Managers.
• Challenging and rewarding work environment focused on growth and service excellence.

Compensation & Benefits

• Competitive base salary plus bonus opportunity.
• Mileage reimbursement.
• Comprehensive benefits package.

Working at Aria Matters!

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