Senior VA Account Manager

Military And Government Account Manager

Sonder Mind is hiring a Military and Government Account Manager to join our Military and Government Partnerships team. This role manages day-to-day relationships across two key partnership channels: VA Medical Centers (VAMCs) operating under the Community Care Network (CCN), and TRICARE-covered active duty service members and their dependents through MTFs (Military Treatment Facilities), base clinics, and Family Readiness programs. You will serve as the primary point of contact across your assigned territory, helping Veterans, active duty families, and military-connected individuals access mental health services through Sonder Mind.

You'll work closely with the Head of Military and Government Partnerships, Care Operations, and the senior AMs, managing a defined set of VA and TRICARE relationships and building deep familiarity with the referral systems, authorization workflows, and people that make both partnership channels work. This is a great fit for someone who wants to grow their account management experience in a mission-driven, complex dual-channel partnership environment serving those who serve.

What You'll Do

• Manage day-to-day relationships with VAMC Community Care staff, MTF clinic coordinators, and Family Readiness Officers across an assigned territory, serving as a reliable, responsive point of contact for referral coordination, authorization questions, and account needs across both VA CCN and TRICARE channels
• Support Veterans in accessing Community Care Network (CCN) mental health services and TRICARE-covered active duty dependents in accessing in-network behavioral health care — resolving scheduling, onboarding, and access barriers in partnership with internal teams
• Track referral activity and account health across assigned VA and TRICARE sites, escalating patterns and systemic issues to the senior AM and internal programs team
• Train VAMC staff on Sonder Mind's CCN referral processes and MTF/base clinic staff on TRICARE authorization and scheduling workflows, ensuring all partners can send referrals confidently
• Coordinate with Care Coordination, Provider Success, and Billing teams to resolve account-level issues affecting both VA and TRICARE beneficiaries
• Maintain accurate records of account activity, VAMC and MTF contacts, authorization status, and escalation notes in Salesforce
• Support the senior AM and Head of Military and Government Partnerships with reporting, site-specific insights, and preparation for strategic conversations across both VA and TRICARE accounts

What does success look like?

• In the first 30 days:
  You've completed onboarding, learned the VA CCN referral management systems, TRICARE authorization workflows, and Sonder Mind's internal processes, and established initial contact with VAMC and MTF sites in your territory
• In 90 days:
  You're independently managing day-to-day relationships across both VA and TRICARE accounts — responding to inquiries, resolving access barriers, and maintaining an accurate picture of account health across your sites
• In 6 months:
  Your territory is running smoothly across both channels — referral volume is stable or growing from VA sites and TRICARE partners, your contacts know you by name, and you're proactively flagging patterns the senior AM and programs team can act on
• Long-term:
  You've built strong VA and TRICARE relationships that drive referral volume and access to care for Veterans and military families, and you're ready to take on a larger territory and more complex account challenges

Who You Are

• 4–6 years experience in account management, client success, or a client-facing coordination role
• 2+ years experience working with or within the Department of Veterans Affairs, VA Community Care Network, or TRICARE programs
• Strong relationship-building and communication skills — comfortable working directly with external partners across government and military environments and navigating multi-stakeholder organizations
• Organized and detail-oriented, able to manage multiple accounts and follow through on commitments
• Collaborative mindset with experience working cross-functionally to resolve customer issues
• Comfortable…