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 schedules and tasks as needed.

Must have use of sensory skills to effectively communicate and interact with other employees and the public through use of the telephone, email, video conference and face to face contact. Must have manual dexterity, visual acuity and hearing acuity to effectively use and operate office related equipment such as but not limited to a computer, copier,…