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AI Summary
For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.
The National Partnership Account Manager is responsible for the day-to-day execution and operational support of our national referral partnerships. This role ensures that partnerships run smoothly, consistently, and in alignment with agreed service levels and internal processes.
You will manage the administrative, compliance, and coordination work that keeps national accounts operating effectively. This includes tracking deliverables, maintaining accurate records across systems (e.g., Salesforce and reporting tools), supporting billing and reconciliation processes, and ensuring partner requests are completed accurately and on time.
This role requires strong attention to detail, comfort working across multiple systems, and the ability to manage competing priorities in a fast-paced environment. You will also engage directly with partners to support routine operational needs and ensure a positive, reliable experience.
You are the primary point of ownership for day-to-day execution within assigned national partnerships. Reporting directly to the National Director of Operations Strategy you are accountable for ensuring operational issues are resolved quickly and accurately.
The ideal candidate is highly organized, proactive, and accountable, with a strong bias toward follow-through and operational excellence in support of larger account and partnership goals. They are also customer service driven, with a strong commitment to responsiveness, professionalism, and ensuring a positive experience for both internal stakeholders and external partners.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Partner Account Management
- Serve as the primary day-to-day operational lead for assigned national partner accounts
- Own the daily execution and coordination needs of assigned partners, ensuring requests are handled accurately, consistently, and on time.
- Support partnership cadence activities including weekly check-ins and monthly business reviews by preparing materials, tracking action items, and ensuring follow-through on operational commitments. The Account Manager participates in quarterly reviews and annual planning sessions.
- Translate partner needs into clear, actionable internal requirements, and convert internal capabilities into clear, value-driven partner-facing solutions and communications.
Cross functional Coordination
- Partner closely with centralized teams to execute deliverables tied to specific partnership needs, ensuring timely and accurate completion of required work.
- Support the onboarding and activation of new partnerships by coordinating requirements across internal departments and ensuring all launch readiness activities are completed.
- Maintain day-to-day coordination of partner operational and compliance needs, ensuring documentation, workflows, and partner expectations remain current and accurately reflected across internal systems.
- Partner with internal Operations teams to support onboarding and the ongoing operationalization of the partner relationship, ensuring a smooth transition from launch into steady-state execution.
- Support maintenance of the partner book of business by helping ensure caregiver, branch, and documentation requirements are completed and kept current in advance of partner deadlines.
- Serve as a key bridge between Operations and external partners, enabling clear communication, timely follow-through, and alignment on day-to-day operational needs.
- Collaborate with Marketing on co-branded materials, partner enablement content, and brand asset approvals to ensure consistency, accuracy, and timely execution.
Project and Timeline Management
- Support key components of partner-related projects such as launches, expansions, pilots, and integrations, contributing to execution against defined timelines and deliverables.
- Coordinate assigned tasks within broader project plans, ensuring ownership of specific workstreams, timely follow-through, and accurate completion of responsibilities.
- Participate in project standups and execution check-ins, providing updates on assigned deliverables and surfacing risks or dependencies as they arise.
- Repeatedly support the execution of similar project components as partnerships scale and new initiatives are launched, helping to ensure consistency and operational readiness across accounts.
- Collaborate closely with cross-functional teams to ensure alignment on timelines, dependencies, and readiness milestones, escalating issues when needed to maintain progress.
Reporting, Insight, and Decision Support
- Support the development and maintenance of Salesforce dashboards and Tableau reporting by ensuring data accuracy, completeness, and timely updates.
- Assist in preparing reporting inputs that help leadership and account owners understand partner performance, pipeline activity, revenue trends, and operational health.
- Contribute to the creation of partner-facing and internal materials (briefs, summaries, and one-pagers) by organizing data and insights into clear, usable formats aligned with company standards.
Required Skills, Education and Certifications:
- 3–5 years of experience in account coordination, account management support, operations, or client services roles (healthcare, home care, insurance, benefits, or B2B services preferred).
- Strong operational execution skills with demonstrated experience managing workflows across multiple systems (e.g., Salesforce, CRM platforms, reporting tools).
- Experience working in cross-functional environments, coordinating across Operations, Finance, Billing, Legal, or similar internal teams.
Benefits for full time employees
- Medical/Dental/Vision Insurance
- TouchCare VirtualCare
- Life Insurance
- Health Savings Account
- Flexible Spending Account
- 401(k) Matching
- Employee Assistance Program
- PTO Plan for Non-Exempt Employees
- Flexible PTO Plan for Exempt Employees
- Holidays and Floating Holidays
- Pet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
California Residents Only:
In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
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