Strategic Account Manager
Key details
- Location
- Scottsdale, AZ, United States
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Function
- Sales & Solutions
- Focus area
- other
- Posted
- 4h ago
Skills
About the role
Title: Strategic Account Manager
Team: Business Development Team
Reports To: Vice President, Business Development
Location: Arizona (US); hybrid; with travel as required
Travel: Up to 25% for conferences, partner meetings, hospital visits, and industry events
Position Summary
The Account Manager is the boots-on-the-ground partner at home base for three Vice Presidents of Business Development who spend significant time traveling to conferences, partner meetings, hospital visits, and industry events. While the VPs build relationships in the field, this role keeps the work moving between trips by actively managing the existing referral base, maintaining consistent account engagement, coordinating follow-up, and turning field activity into measurable referral growth.
This role serves as the day-to-day relationship owner for assigned hospital systems, Preferred Partners, case managers, discharge planners, social workers, and healthcare providers. It is the consistent point of contact for requests, education, issue resolution, account follow-up, and ongoing engagement—ensuring valuable relationships stay active and opportunities do not stall while the VPs are on the road.
The ideal candidate combines strong relationship management, sales support, operational follow-through, and a data-driven mindset. This is not a passive account maintenance role or an administrative support position. It is a highly visible, growth-oriented role responsible for deepening relationships within existing hospital systems, expanding the Preferred Partner network, leaning into high-value VIP accounts, and equipping the VPs with the preparation, materials, and inventory they need to do what they do best in the field.
How This Role Impacts Our Mission and Culture
Every day, families, healthcare providers, and case managers rely on our team to help navigate complex situations and coordinate critical air medical transportation. As the nation’s largest fixed-wing air ambulance operator, our mission is to make those moments easier through compassionate, expert air medical transportation—connecting patients with the care they need and getting them to that destination.
This role helps make that mission possible by strengthening the referral relationships that connect patients and families to our services. As the consistent presence at home base, the Account Manager keeps hospital systems, Preferred Partners, and VIP accounts engaged; makes it easier for referral partners to work with us; and ensures our VPs can focus their time in the field on building relationships and opening new opportunities.
Just as important, this position reinforces a culture of ownership, responsiveness, collaboration, and follow-through. By turning relationships into coordinated action—and making sure no request, commitment, or opportunity falls through the cracks—you will help referral partners feel supported, help the Business Development team operate at its best, and ultimately help more patients reach the specialized care they need.
Key Responsibilities
Account Ownership & Relationship Management
- Serve as the primary relationship manager for assigned Preferred Partners, hospitals, case managers, and healthcare systems.
- Respond quickly and professionally to partner inquiries, requests, escalations, and service concerns.
- Build strong working relationships that position our organization as a trusted resource and preferred transportation provider.
- Develop and maintain regular communication plans for key referral sources.
- Proactively identify opportunities to deepen relationships and increase engagement.
Referral Growth & Business Development
- Grow referral volume from assigned territories and partner accounts.
- Identify new hospital departments, case management teams, discharge planners, social workers, and referral stakeholders to engage.
- Execute outreach strategies designed to increase awareness and consideration within target healthcare systems.
- Develop creative approaches for opening doors and establishing relationships with new referral sources.
- Partner closely with Business Development leadership to identify underpenetrated markets and growth opportunities.
Data Analysis & Opportunity Identification
- Monitor referral performance, conversion rates, activity levels, and account trends.
- Analyze CRM and operational data to identify opportunities for growth.
- Develop recommendations and action plans to increase referral performance.
- Track account health and proactively address declining activity.
- Maintain accurate CRM documentation, account plans, notes, and follow-up activity.
Strategic Communication & Partner Education
- Prepare presentations, reports, sales materials, educational resources, and account reviews.
- Clearly communicate the company's value proposition and differentiators to healthcare professionals and referral partners.
- Deliver virtual and in-person presentations to hospital teams, case managers, and partner organizations.
- Support quarterly business reviews and strategic account planning initiatives.
Conference & Industry Engagement
- Serve as the home-base coordination point for three Vice Presidents of Business Development before, during, and after conferences, partner meetings, hospital visits, and industry events.
- Prepare account briefs, meeting materials, presentations, talking points, attendee or target lists, and relevant referral history so each VP is ready for productive field conversations.
- Coordinate conference and field inventory, including collateral, partner materials, giveaways, shipping, replenishment, and return tracking.
- Capture, organize, assign, and track post-event leads, commitments, and follow-up so field activity translates into sustained account engagement and referral opportunities.
- Attend select conferences and partner meetings as needed to support relationship development and execution.
Cross-Functional Coordination
- Collaborate with Flight Coordination, Operations, Revenue Cycle, Marketing, and Clinical teams to ensure partner needs are addressed.
- Act as an advocate for referral sources while balancing operational realities.
- Escalate concerns and resolutions appropriately to protect key relationships.
Qualifications
- 5+ min years of experience in account management, healthcare business development, customer success, referral development, provider relations, physician relations, or similar relationship-focused roles.
- Strong presentation, communication, and relationship-building skills.
- Experience managing multiple priorities in a fast-paced environment.
- Demonstrated ability to analyze data and identify business opportunities.
- Proficiency with CRM platforms and reporting tools.
- Exceptional organizational and follow-through skills.
Preferred Pluses!
- Experience working with hospitals, healthcare systems, case managers, discharge planners, provider networks, payers, or post-acute care organizations.
- Salesforce or similar CRM system experience
- Air ambulance, healthcare transportation, patient access, healthcare services, or clinical operations experience.
- Experience presenting to healthcare professionals and executive stakeholders.
What Success Looks Like
- Builds trust quickly and develops lasting relationships across assigned hospital systems, Preferred Partners, and VIP accounts.
- Thinks like an owner and treats referral growth, account retention, and follow-through as personal responsibilities.
- Keeps the existing referral base engaged through consistent, thoughtful outreach—not only when an immediate need arises.
- Uses data to uncover opportunities, address declining activity, and expand relationships within existing health systems.
- Is proactive, resourceful, highly organized, and comfortable solving problems independently while keeping the VPs informed.
- Provides strong home-base support so the VPs are prepared for field activity and every lead, commitment, and account opportunity receives timely follow-up.
- Delivers a responsive, professional experience that makes referral partners feel valued and positions the organization as a trusted resource.
- Balances relationship-building with accountability for measurable results, accurate CRM activity, and clear next steps.
Key Performance Indicators (KPIs)
- Existing hospital-system referral growth: Increase referral volume and engagement across assigned hospital systems, including growth from current contacts, additional departments, facilities, case management teams, and other referral stakeholders within those systems.
- Preferred Partner and VIP account growth: Expand the Preferred Partner network, deepen activity within priority accounts, retain high-value partners, and execute documented account plans for VIP relationships.
- VP field readiness and follow-through: Provide timely, accurate preparation and materials for conferences and partner visits; maintain appropriate inventory levels; and ensure leads, commitments, and next steps are captured and followed through after field activity.
- Account management discipline: Maintain accurate CRM records, consistent outreach cadence, current account plans, timely issue resolution, and clear reporting on performance, risks, and opportunities.
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