Key Account Manager

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.