Vice President, Strategic Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance and expand valuable partnerships within A Place for Mom’s network of senior living communities, REITs, and both national and regional channels.

• Propel revenue growth and improve move-in conversion through strategic account initiatives.

• Manage retention and overall network health, identifying at-risk or underperforming communities and highlighting coverage gaps.

• Elevate provider performance on APFM referrals from the initial family conversation through to the tour and move-in process.

• Ensure comprehensive, accurate, and up-to-date community information across the network.

• Develop performance scorecards for providers and establish account planning processes.

• Oversee provider NPS measurement, diagnosis, and the implementation of improvement action plans.

• Set proactive communication standards for the account management team.

• Facilitate executive-level business reviews linking APFM referrals to move-ins, occupancy rates, and revenue generation.

• Advocate for provider feedback within Product, Operations, Finance, and executive leadership teams.

• Foster influential relationships with executives in the senior living industry.

• Represent A Place for Mom at industry conferences and events.

• Lead, mentor, and develop around 10 account managers.

• Define competencies, activities, and performance expectations for account management.

• Monitor team performance against revenue, provider performance, retention, and NPS goals.

• Collaborate cross-functionally to enhance provider experience and assess account management impact.

• Promote processes, tools, and frameworks that enhance the efficacy of account management at scale.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited institution.

• A minimum of 10 years of progressive experience in sales, strategic account management, or a combination of both.

• At least 5 years of demonstrated leadership experience in sales and/or account management.

• Proven experience in managing complex, high-value customer relationships while engaging with C-suite, divisional, and regional executives.

• Established ability to foster executive-level partnerships and act as the primary strategic contact for key clients.

• Experience in developing and implementing account management or sales strategies that yield measurable revenue, conversion, retention, and customer growth.

• Strong commercial insight, strategic thinking, and analytical skills.

• Experience in managing teams using data, including creating scorecards and defining leading and lagging performance indicators.

• Proven track record in improving customer satisfaction or loyalty metrics such as NPS.

• Exceptional communication skills, with strengths in relationship-building, negotiation, and presentation.

• Ability to work collaboratively across different functions and influence without direct authority.

• Proven capability to navigate ambiguity, tackle complex business challenges, and independently drive initiatives.

• Experience in implementing new processes, tools, and methodologies to enhance organizational effectiveness.

• Proficiency in Microsoft Office Suite, Google Workspace, and CRM platforms.

• Willingness and ability to travel approximately 25% of the time.

• Prior experience in the senior living or senior care industry is highly preferred.

• Established connections with senior living industry executives and decision-makers are preferred.

• Experience in leading account management teams that handle large, complex, multi-location, or enterprise-level customer portfolios is preferred.

• Previous experience in both direct sales and strategic account management is preferred.

• Experience within a two-sided marketplace, referral, or lead-generation business is preferred.

• Familiarity with senior living sales and operational metrics is preferred.

🏝️ Benefits

• Variable Bonus: $100,000

• 401(k) plus match

• Dental insurance

• Health insurance

• Vision insurance

• Paid Time Off