Director of Account Management

About the Company 

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations, and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. 

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020. 

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve. 

Our headquarters are located near Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com. 

Job Summary 

The Director of Account Management will lead and oversee our Account Management team with a focus on client retention, growth, and expansion. This role is critical in building and managing relationships with existing customers, driving revenue growth through upselling and referrals, and ensuring long-term customer satisfaction. 

As a remote leader, you will work closely with your team of Account Managers and Referral Specialists, ensuring they meet and exceed performance targets. You will also collaborate with Sales, Product, and Operations teams to align account strategies with business goals. 

This position requires travel to meet with clients and attend industry events, ensuring hands-on relationship management and strategic oversight. 

This role reports to the Vice President of Account Management and is a key part of the Commercial Leadership Team. 

Responsibilities and Duties 

Customer Growth & Retention 

• Develop and implement strategic account plans to increase retention, expansion, and referral revenue.
• Lead upsell and cross-sell initiatives, ensuring Account Managers proactively identify and act on opportunities.
• Maintain strong customer relationships, serving as an escalation point for key accounts and ensuring a high level of satisfaction.
• Oversee strategies to expand referral revenue, ensuring teams actively engage with clients to maximize growth.

Team Leadership & Performance Management 

• Lead, mentor, and coach a high-performing Account Management team, including Account Managers and Referral Specialists.
• Establish and track KPIs to ensure the team meets or exceeds retention and revenue growth goals.
• Provide ongoing training and development to enhance client engagement and account growth strategies.
• Ensure alignment across teams and facilitate collaboration between Sales, Marketing, and Customer Success.

Operational Strategy & Process Optimization 

• Work with Sales Operations and Leadership to optimize workflows, reporting, and CRM utilization for account management.
• Partner with internal teams to enhance the customer experience and identify areas for process improvement.
• Ensure the team effectively uses Salesforce and other CRM tools to track customer interactions and measure success.

Strategic Partnership & Cross-Functional Collaboration 

• Align account management strategies with overall business objectives to drive growth.
• Partner with Product and Operations to ensure customers are aware of new solutions and opportunities for engagement.
• Work closely with regional leadership teams to improve customer support and expansion strategies.

Qualifications and Skills 

Education & Experience 

• Bachelor’s degree required (Business, Healthcare, or related field preferred).
• 5+ years of experience in account management, customer success, or sales leadership, with a proven track record of retention and growth.
• 3+ years of experience leading account management, customer success, or sales teams.
• Experience in remote patient monitoring (RPM), personal emergency response systems (PERS), or healthcare technology is highly desirable.
• Ability to travel as needed for customer meetings, team collaboration, and industry events.

Leadership & Strategic Expertise 

• Strong leadership skills with a passion for coaching, mentoring, and developing high-performing teams.
• Proven ability to manage customer relationships and drive expansion, retention, and upselling strategies.
• Ability to align account management strategies with long-term business goals.

Sales & Revenue Growth Expertise 

• Experience in developing and executing account expansion strategies, including referral-based growth.
• Strong understanding of contract management, renewals, and revenue forecasting.
• Proficiency in Salesforce or similar CRM platforms to track account activity and performance.

Communication & Problem-Solving 

• Excellent verbal and written communication skills, with the ability to present to executive leadership and key customers.
• Strong problem-solving and analytical skills, with the ability to translate data insights into strategic actions.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Why Join Us? 

• Make an Impact – Help transform the healthcare industry by enabling independence for aging and at-risk populations.
• Collaborative Team Environment – Join a team that values innovation, teamwork, and a customer-first mindset.
• Career Growth & Leadership – Lead and shape the future of account management at a leading connected care provider.
• Competitive Compensation & Benefits – We offer a comprehensive benefits package, career development opportunities, and a supportive work culture.
• Remote Flexibility with Travel – Enjoy the flexibility of a remote role with travel opportunities to connect with customers and team members.