Account Success Manager

FirstLight Home Care Franchising LLC - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

About the position

The Account Success Manager (ASM) at FirstLight Home Care is responsible for being the primary point of contact for franchisees and account partners, ensuring they achieve their desired outcomes for sustained business growth. The role focuses on building lasting relationships, driving product adoption, and acting as a trusted advisor to clients. The ideal candidate is client-focused, analytical, and thrives in a fast-paced, collaborative environment.

Responsibilities

• Develop and conduct training for smooth adoption and integration of national accounts.
• Identify prospective national accounts through research, leads from franchise owners, and attendance at trade shows and conferences.
• Manage the national account sales process, including new and renewal account contracts, pricing, rates, and pre-qualifying requirements.
• Serve as the main point of contact for assigned accounts and franchisees, developing strong trust-based relationships.
• Act as a liaison between the franchisee and account to resolve issues quickly and effectively.
• Conduct sales analysis to monitor account gains and losses and implement solutions for adoption obstacles.
• Identify and nurture franchisee advocates for testimonials and case studies.
• Gather feedback to guide future account enhancements and growth.
• Support and collaborate with the FirstLight Home Care Corporate Team on account functions and special projects.

Requirements

• Proven success in client success, account management, or customer support roles in healthcare.
• Strong interpersonal and communication skills to build trust and rapport with accounts and franchisees.
• Ability to source and manage multiple client relationships simultaneously.
• Customer-centric mindset with a proactive approach to problem-solving.
• Analytical and data-driven with the ability to interpret performance metrics.
• Familiarity with CRM and client success platforms.
• Bachelor's degree or equivalent years of college coursework in business, communication, or related area; minimum of three years related experience in relationship development or business development.

Nice-to-haves

• Understanding of third-party payers in the healthcare industry such as Medicare Advantage, Medicaid, Veterans Affairs, Workers' Compensation, and Long Term Care Insurance.
• Previous account management experience in a healthcare industry setting.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance