USN Account Manager

SUMMARY

The Account Manager for USN manages the client relationship throughout all stages of fulfillment, serving as a key liaison among clients and internal clinical, sales, recruiting, and operations teams to ensure a high level of service and responsiveness. This role is responsible for strengthening, expanding, and renewing relationships with clients through a consultative approach that supports client needs, aligns internal stakeholders, and contributes to the achievement of financial goals.

• Serve as the primary liaison between USN internal stakeholders and clients, ensuring client needs, expectations, and service commitments are effectively managed and met.
• Develop, strengthen, and renew current and historical client relationships to support retention, satisfaction, and long-term business growth.
• Partner with the Sales team to support lead generation, business development initiatives, and client outreach efforts, as needed.
• Maintain and communicate negotiation updates, staffing grid revisions, and other critical strike-related client information to ensure accurate and timely stakeholder alignment.
• Guide clients through all phases of engagement, promoting service adoption, identifying and mitigating business risks, and fostering strong client relationships.
• Collaborate with Legal to review, support, and facilitate contract execution and compliance requirements.
• Collaborate with FP&A to review, support, and facilitate invoicing, reconciliation, and cost flows.
• Manage and maintain accurate client records, interaction history, contract data, and key renewal or milestone dates within applicable ATS and CRM systems.
• Prepare and deliver management reports related to strike contracts, client activity, and operational performance, as requested.
• Deliver clear and concise client presentations over video platforms to facilitate strike preparation.
• Proactively identify unionized healthcare facilities and expiring labor agreements to support business development and market expansion opportunities.
• Support onsite strike operations and client engagement activities as needed to ensure successful execution and service delivery.
• Additional duties as required by leadership.

• The minimum education required for this position is an Associate’s Degree, Bachelor’s degree preferred.
• The minimum related experience required for this position is 5 years of client services, account management, or sales experience, preferably in a healthcare staffing or labor disruption setting.
• Ability to confidently present to diverse audiences in virtual settings, both on camera and through screen sharing, while adapting communication style to effectively engage internal teams and external stakeholders.
• Excellent verbal and written communication skills, including coordinating and leading client-facing calls.
• Must have high level of interpersonal skills to handle sensitive and confidential situations.
• Strong organizational skills and time management skills are necessary.
• Strong decision-making skills including the ability to extrapolate from written procedures and policies.
• Good prioritization and multi-tasking skills and the ability to work in fast-paced environment.
• Commitment to organizational core values:
  Integrity, Compassion and Excellence.
• Requires ongoing coordination, communication and/or team problem solving between departments or functional areas for work production or service quality.
• A sense of urgency.
• An ability to develop and maintain business relationships.
• The ability to maintain a calm and professional demeanor during high stress situations.
• A disposition to function in a team environment and to maintain confidentiality.
• Flexible and adaptable, with a demonstrated ability to adjust…