Account Manager

Since 2000, Smartlinx has been redefining how senior care organizations manage their workforce. Our modern, purpose-built solutions—from dynamic scheduling and compliance to integrated payroll and real-time analytics—give providers the agility and intelligence needed to thrive in today’s healthcare environment.

As the parent company of BekTek (HostedTime) and StafferLink, Smartlinx brings together a wide range of solutions for managing both full-time and contingent staff. Together, these capabilities give Smartlinx the most comprehensive workforce management solution set in senior care.

We’re driven by one mission: to power exceptional senior care through smarter workforce management. Join us as we shape the future of work in long-term care.

Position Summary

The Account Manager (AM) serves as a strategic partner and trusted advisor to Smartlinx clients, responsible for driving customer retention, growth, and long-term success across an assigned portfolio of accounts. This role manages executive and day-to-day client relationships, leads account planning activities, identifies expansion opportunities, and helps ensure customers realize measurable value from their Smartlinx investment.

The ideal candidate combines strong relationship management skills with operational discipline, business acumen, and a proactive, customer-centric mindset. This individual will collaborate cross-functionally across Sales, Product, Professional Services, Support, and Leadership teams to deliver an exceptional client experience and support Smartlinx growth objectives.

This role offers flexibility for varying experience levels, with responsibilities and account scope aligned to the candidate’s background and capabilities.

Key Responsibilities

• Build and maintain strong relationships with client stakeholders, including operational leaders and executive sponsors such as CFOs, CHROs, and other senior decision-makers.
• Serve as the primary point of contact and strategic relationship manager for assigned accounts and territory.
• Drive customer retention, contract renewals, change orders, cross-sell, upsell, and overall revenue growth within assigned accounts.
• Develop and execute strategic account plans, including stakeholder mapping, risk mitigation, adoption strategies, and whitespace opportunity identification.
• Lead regular client touchpoints, including business reviews, operational reviews, and executive business reviews (EBRs), focused on customer outcomes and long-term partnership growth.
• Partner with customers to understand business goals, operational challenges, and evolving priorities to ensure alignment with Smartlinx solutions and services.
• Monitor customer health, identify risks proactively, and coordinate internal resources to drive issue resolution and customer satisfaction.
• Collaborate with Professional Services, Support, Product, and other internal teams to support successful implementations, adoption, and ongoing customer engagement.
• Maintain accurate forecasting for retention and expansion opportunities, including GRR and NRR performance metrics.
• Prepare and present reporting, insights, trends, action plans, and account updates to both customers and internal leadership.
• Maintain accurate and timely account activity, opportunities, contracts, and customer updates within CRM systems.
• Act as a customer advocate internally, helping influence process improvements, product feedback, and overall customer experience initiatives.
• Support the continuous improvement of customer lifecycle processes, engagement strategies, and account management best practices.