Vice President, Strategic Account Management

A Place for Mom

2d•$175,000 - $225,000

About The Position

The Vice President, Strategic Account Management is a strategic commercial leader responsible for strengthening and growing high-value partnerships across A Place for Mom’s network of senior living communities, REITs, and other national or regional channels. As the primary executive-level relationship owner for key senior living partners, this leader drives revenue growth, move-in conversion, and network retention while delivering value to providers and the families they serve. The role focuses on improving provider performance, community data completeness, and network retention; aligning account management activities with provider behaviors that best serve families; and increasing provider Net Promoter Score (NPS) by demonstrating APFM’s value. The VP leads approximately 10 account managers dedicated to APFM’s existing senior living provider network and reports to the General Manager, Senior Care Network. Success is measured through provider-network retention and strength, provider performance and data completeness, provider NPS, and the capabilities and effectiveness of the account management team. The role works cross-functionally to improve provider experience and outcomes, and represents APFM with senior living partners and at industry events. The position requires approximately 25% travel.

Requirements

Bachelor’s degree from an accredited institution.
At least 10 years of progressive experience in sales, strategic account management, or both, with a demonstrated record of driving revenue growth, customer retention, and business performance.
At least 5 years of sales and/or account-management leadership experience, including leading and developing teams, managing performance, and delivering results through others; this is not intended as a first-time leadership role.
Experience managing complex, high-value customer relationships and engaging directly with C-suite, divisional, and regional executives.
Ability to build executive-level partnerships, influence senior stakeholders, and serve as the primary strategic point of contact for key customers.
Experience developing and executing account-management or sales strategies that deliver measurable revenue, conversion, retention, and customer growth.
Strong commercial acumen, strategic thinking, and analytical capabilities, including translating data and customer insights into actionable business strategies.
Experience managing teams through data, including building scorecards, defining leading and lagging indicators, and connecting team activities to measurable partner outcomes.
Experience improving a customer satisfaction or loyalty metric such as NPS, including rebuilding at-risk relationships through consistent communication and demonstrated value.
Exceptional executive communication, relationship-building, negotiation, and presentation skills.
Ability to collaborate across functions, influence without direct authority, and align stakeholders around shared business objectives.
Ability to navigate ambiguity, solve complex business challenges, and independently drive initiatives to successful outcomes.
Experience implementing processes, tools, and approaches that improve organizational effectiveness and scalable results.
Proficiency in Microsoft Office Suite, including Excel and PowerPoint, Google Workspace, and CRM platforms.
Ability and willingness to travel approximately 25% of the time for executive customer meetings, industry conferences, tradeshows, and company meetings.

Nice To Haves

Direct senior living or senior care industry experience, including understanding operators, national and regional ownership groups, industry economics, and customer decision-making dynamics.
Established relationships with senior living industry executives and decision-makers.
Experience leading account-management teams responsible for large, complex, multi-location, or enterprise-level customer portfolios.
Experience in both direct sales and strategic account management.
Experience in a two-sided marketplace, referral, or lead-generation business, aligning partner performance with the end-customer experience.
Familiarity with senior living sales and operating metrics, such as occupancy, inquiry-to-tour and tour-to-move-in conversion, and how operators evaluate referral sources.

Responsibilities

Drive revenue growth and move-in conversion through account strategies for national and regional senior living providers, REITs, and channel partners.
Own retention of the existing provider network, identify at-risk or underperforming communities, and intervene to preserve strong choices for families.
Monitor network size, coverage, and provider performance against family demand, and flag coverage gaps to the provider acquisition team.
Align provider behaviors with APFM’s service model and partner with senior living operators to improve performance from the first family conversation through tour and move-in.
Improve the completeness, accuracy, and currency of community information across the network.
Build provider performance scorecards and an account-planning process with shared performance views and measurable improvement goals.
Own provider NPS by establishing a measurement cadence, diagnosing drivers of promoter and detractor feedback, and leading improvement plans.
Set and uphold proactive communication standards, including regular performance updates, timely responses, and advance notice of changes affecting providers.
Lead executive-level business reviews that demonstrate APFM’s value relative to providers’ investments and connect referrals to move-ins, occupancy, and revenue.
Represent provider feedback and insights to Product, Operations, Finance, and executive leadership, and report back to providers on resulting changes.
Build and maintain influential relationships with senior living industry executives as a strategic partner and advisor.
Represent APFM at industry conferences and events to strengthen partnerships and elevate market presence.
Lead, coach, and develop account managers to achieve revenue, conversion, provider performance, provider NPS, and network retention objectives.
Define account-management competencies, activities, and performance expectations and link them to provider behaviors and network outcomes.
Manage team performance using a balanced scorecard and partner with Finance and People teams to align incentives with outcomes.
Partner with Product, Data Science, Operations, Marketing, and Sales to improve provider experience and measure account-management impact.
Champion processes, tools, and structures that improve account-management effectiveness at scale.
Perform other duties as assigned.