Manager, Account Management

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The Manager, Account Management leads a team of Account Managers and is accountable for client service delivery performance across assigned accounts. This role ensures team execution aligns with client expectations, operational standards, and organizational performance goals.

The Manager serves as the primary people leader within the Account Management function, responsible for coaching, performance management, escalation support, and operational consistency. This role balances client outcomes with team development, ensuring strong service delivery, accountability, and scalable execution.

Principal Responsibilities:

Team Leadership & Performance Management

• Lead, coach, and develop a team of Account Managers

• Establish clear performance expectations aligned to service delivery metrics and client outcomes.

• Conduct regular 1:1s, performance reviews, and development planning conversations.

• Provide feedback, coaching, and accountability to strengthen team capability and consistency.

• Support hiring, onboarding, and workforce planning within the team.

Portfolio Oversight & Service Delivery Accountability

• Oversee fulfillment performance and client health across the team's assigned accounts.

• Monitor key performance metrics (fill rate, cycle time, submission quality, responsiveness, retention indicators).

• Identify performance gaps and implement corrective action plans when necessary.

• Ensure consistent documentation and system accuracy across all managed accounts.

Escalation Leadership & Risk Management

• Serve as a leadership escalation point for high-impact client issues or service delivery breakdowns.

• Support direct reports in resolving complex client challenges

• Proactively identify operational, staffing, or compliance risks that could impact client satisfaction.

• Reinforce service recovery strategies and accountability standards.

Operational Alignment & Cross-Functional Collaboration

• Partner with Recruiting, Credentialing, Payroll, Operations, and Sales leaders to align resources and priorities.

• Reinforce standardized workflows and operational best practices across the team.

• Support process improvement initiatives to increase efficiency, scalability, and service quality.

• Ensure team alignment with company policies, compliance standards, and performance expectations.

Client Relationship Support

• Participate in strategic client discussions when needed to support retention and performance improvement.

• Provide leadership visibility for key accounts or high-impact situations.

• Reinforce client communication standards and relationship management expectations across the team.

Education and Certifications:

• Required: High School Diploma or GED

• Preferred: Bachelor's degree coursework in Business, Communications, Human Resources, or a related field.

Required Experience:

• 7+ years of experience in staffing, workforce solutions, client services, or account management.

• Prior experience leading or mentoring team members in a formal or informal capacity.

• Demonstrated success managing performance metrics and service delivery outcomes.

• Experience resolving escalations and leading cross-functional coordination.

• Experience managing multiple client accounts or portfolios simultaneously.

Preferred Experience:

• Experience in healthcare staffing, professional services staffing, or workforce solutions.

• Prior people leadership experience with direct reports.

• Experience supporting enterprise or MSP client structures.

• Experience contributing to pricing discussions, forecasting, or workforce planning.

• Experience implementing process improvement initiatives across teams.

Success Metrics:

• Team performance against fulfillment and service delivery KPIs.

• Client retention and satisfaction across managed accounts.

• Effective resolution of escalations and risk mitigation.

• Employee engagement, retention, and development within the team.

• Improvement in operational consistency and workflow adherence.

• Contribution to overall departmental performance goals.

Qualified candidates must possess the physical and mental abilities necessary to perform the job's essential functions, with or without reasonable accommodation. Specific requirements may vary depending on the nature of the position. Applicants should be prepared to discuss their ability to meet these requirements during the interview process. A detailed job description outlining the physical and mental demands of the role will be provided upon request.

All AHSG companies, AHS Staffing, AHSA, and Trio Workforce Solutions are equal employment opportunity employers.