Account Manager

This role exists to strengthen client loyalty and retention by delivering value-driven solutions and proactive account management. The Account Manager ensures client satisfaction and operational alignment while contributing to the overall growth of Favorite’s business through cross-sell, upsell, and expansion opportunities.

The Account Manager is responsible for developing and maintaining strong relationships with clients to drive revenue growth and customer retention. This role actively identifies business opportunities by pursuing new accounts and upselling services and products to existing clients. By understanding client needs and business objectives, the manager ensures products and services align with customer expectations and contribute to their success.

Growth & Expansion

• Drive GM growth by increasing order volume and improving fill rates.
• Expand service offerings to include per diem, contract, clinical, allied, non-clinical, locums, international services, and more.
• Foster strategic partnerships, including MSP and corporate conversions, to support business expansion.
• Ensure markup retention and stability to maximize profitability.

Performance Metrics

• Meet and exceed goals and metrics as set by the Account Management Supervisor.
• Leverage business analytics tools to track and report on opportunities, account growth, and stability.
• Monitor and enhance key performance indicators, including time-to-fill, overall order fulfillment, and cancellation reduction.

Client Insights & Feedback

• Serve as the primary liaison for clients regarding orders and service delivery.
• Provide expert guidance on client rates and service lines to optimize engagement.
• Maintain professional, responsive communication with all client partners and internal teams.

Collaboration and Operational Excellence

• Work closely with all business units to enhance account management and operational effectiveness.
• Partner with Program Managers on quarterly client reviews and identify opportunities for growth.
• Implement new or improved program opportunities to enhance client satisfaction and service effectiveness.

Process Improvement

• Continuously seek and implement improvements to internal processes in alignment with the Account Management Supervisor.
• Adhere to standard operating procedures established by the Senior Director of Account Management.

Client Partnership Health

• Assess and monitor the health of each client partnership to ensure long-term viability and satisfaction.
• Drive core production for client accounts by focusing on key performance indicators and strategic goals.

Required Skills, Qualifications, and Experience

• 2 to 4 years of related experience in account management, client services, or related field. 
• Proven track record of managing and growing client relationships, preferably in a business-to-business environment. 
• Strong interpersonal skills. 
• Excellent communication skills and the ability to collaborate with all stakeholders. 
• Exceptional organizational skills. 
• Proactive problem solving and decision-making abilities with a focus on delivering results and exceeding client expectations. 
• Ability to work cross-functionally with internal teams. 
• 3+ years of experience in account management, staffing, client services, or related field required. 
• Proven track record of managing and growing client relationships, preferably in a business-to-business environment. 
• Strong analytical skills with the ability to use business intelligence tools effectively. 
• Strong interpersonal skills. 
• Excellent communication, negotiation, and relationship-building skills and the ability to collaborate with all stakeholders. 
• Exceptional organizational skills. 
• Proactive problem solving and decision-making abilities with a focus on delivering results and exceeding client expectations. 
• Ability to work cross-functionally with internal teams. 
• Ability to thrive in a fast-paced, multi-faceted environment. 

Desired Skills, Qualifications, and Experience

• Bachelor's degree in business, marketing, or communications preferred. 
• Years of experience in related field may be considered in lieu of a degree.

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