Job Summary
The National Accounts Manager is the primary liaison between the company and its most strategic, high-value customers, and holds full ownership of the growth and profitability of the company’s National Accounts and the U.S. Department of Veterans Affairs (VA). This role develops long-term relationships and comprehensive account strategies, partners closely with Marketing and Finance to structure and evolve deals, and drives heavy collaboration with the sales team on execution to ensure high levels of customer satisfaction and the timely delivery of products and services that meet the customer’s needs. The role owns overall account profitability, retention, the renewals calendar and process, and the identification and capture of new business opportunities within existing accounts. This position exemplifies a high degree of professionalism, communication, and product knowledge within the complex rehab industry.
Essential Functions
Job Responsibilities
- Account Growth & Profitability Ownership: Hold full ownership of, and accountability for, the growth and profitability of the company’s National Accounts and the U.S. Department of Veterans Affairs (VA), including revenue, margin, market share, and the achievement of strategic growth targets within these accounts.
- Client Relationship Management: Professionally cultivate and maintain strong, long-lasting relationships with key customer stakeholders across National Accounts and the VA, serving as the trusted advisor and primary point of contact.
- Strategic Account Planning: Develop and implement strategic account plans focused on engagement, retention, growth, and long-term partnership that align with both customer objectives and company goals.
- Deal Creation & Evolution: Collaborate closely with Executive Leadership, Marketing and Finance to create, structure, price, and evolve deals, pricing programs, and commercial offers that maximize revenue and protect profitability across National Accounts and the VA.
- Sales Team Collaboration & Execution: Partner heavily with the sales team, including Regional Sales Managers, to drive field execution of account strategies, deals, and growth initiatives, ensuring alignment, accountability, and successful follow-through in the field.
- Renewals Ownership: Own the calendar and end-to-end process for contract and account renewals across National Accounts and the VA, proactively managing timelines, milestones, approvals, and negotiations to ensure on-time, profitable renewals with no lapses in coverage.
- Cross-Functional Coordination: Coordinate with cross-functional departments (e.g., Production, Customer Service, and Operations) to ensure cohesive efforts and successful product and service delivery.
- Financial & Budget Management: Plan and manage budgets for account activities, negotiate contracts, and ensure account profitability and accurate forecasting.
- Performance Monitoring, Reporting & Executive Updates: Utilizing company-supplied technology (such as Qlik, KIO, and Asset Panda), apply data and analytics to assess market potential, monitor account health and performance metrics, and prepare detailed reports. Deliver a formal quarterly business review and report-out to the Executive Leadership Team, and communicate progress, results, and strategy recommendations to senior management and external stakeholders.
- Problem Resolution: Act as an escalation point for account issues, ensuring swift and effective problem-solving to maintain and strengthen customer trust.
- Manage business expenses within guidelines of the travel expense policy.
- Know and understand company product features, clinical benefits, and pricing in comparison to competitive products.
- Must uphold ethical business conduct, as well as maintain confidentiality of sensitive information.
- Understand the various reimbursement platforms and requirements for all products in each product category.
- Attend trade shows.
- Be a self-starter capable of organizing a travel call pattern and appointment calendar that maximizes efficiency and fills each workday.
- Ensure to follow compliance, safety, quality, and other company requirements and standards.
- Perform all duties in a manner that follows, demonstrates, and promotes the Company’s values.
- Report to work as scheduled, on time, and able to work entire work schedule.
- Perform additional duties as assigned.
Monthly Account Performance Reviews:
Lead a structured monthly performance review with the company’s National Accounts to keep each relationship aligned, proactive, and results-focused. Each review covers:
- Review of Numbers: Examine current performance against plan, including revenue, margin, growth, volume, and pipeline. Confirm each account is tracking to its targets, creating and aligning corrective actions where needed.
- Opportunities: Identify, prioritize, and advance growth, expansion, and new business opportunities within the account, aligning on clear next steps and owners to accelerate growth.
- Points of Friction: Surface any issues, risks, or points of friction early and drive a quick, decisive move to resolution, escalating and coordinating cross-functionally as needed to protect the customer relationship.
Knowledge, Skills, and Ability
- Excellent verbal and written communication, presentation, and negotiation skills.
- Strong leadership and collaboration skills.
- Ownership mindset with full accountability for P&L outcomes, including revenue, margin, and growth across assigned accounts.
- Strong commercial awareness, strategic mindset, and an ability to analyze data to translate results into actionable strategies.
- Exceptional relationship-building skills, integrity, and a customer-focused approach.
- Exceptional proven business acumen with an understanding of market potential, profit margins, and contract development and negotiation.
- Ability to collaborate cross-functionally with Marketing, Finance, and Sales to structure deals and drive execution.
- Strong presentation skills and confidence in front of large groups.
- Strong collaboration skills to effectively work with cross-functional teams.
- Proactive and self-motivated with the ability to work independently and in a team environment.
- Advanced level skills using computer applications (Word, Excel, enterprise software).
- Ability to lift and handle wheelchairs.
- Ability to observe and identify details.
- Ability to work extended hours as scheduled, including weekends.
Physical Demands
- Frequent sitting, wrist manipulation, walking, and standing.
- Frequent bending, pushing, pulling, and twisting.
- Frequent to continuous driving in a vehicle and/or travel.
- Frequent light work with lifting up to 20 pounds.
- Occasional medium work with lifting up to 50 pounds.
- Must be able to lift, handle, load, and unload all products.
- Must be able to read and interpret documents and video displays and read fine print and computer screens for data entry/analysis.
- Must be able to speak clearly and distinctly to convey information to customers.
- Manual dexterity to type and operate office equipment frequently.
- Must be able to complete all physical requirements to perform essential functions.
Qualifications
Education
- Bachelor’s Degree in Business Administration, Sales, Marketing or a related field; or a combination of education and 7+ years’ experience in a clinical field (OT, PT, Kinesiology)
- Must possess and maintain a valid driver’s license.
Experience
- Required:
- 7+ years of proven experience in enterprise account management, client services, or similar position within the healthcare or clinical industry and with a track record of meeting or exceeding sales targets.
- Experience and proven ability to work effectively both independently and within a team environment.
- Advanced level experience with computer applications.
- Preferred:
- Clinical or sales experience or ATP certification is highly preferred.
Working Environment
- Remote position with an expectation to travel as necessary.
- Expectation may include overnight/hotel accommodation travel.
This position does not provide immigration sponsorship.
This position is subject to a background check. A prior conviction or pending charge will not automatically disqualify you from consideration. In accordance with the Fair Credit Reporting Act and Wisconsin Fair Employment Act, criminal histories will only be evaluated if the circumstances of the offense substantially relate to the duties of this position.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate for this position. Duties, activities, and responsibilities may change, or new ones may be assigned at any time with or without notice. Associate must be able to satisfactorily perform the essential functions of the position with or without reasonable accommodation.
Ki Mobility is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
