Account Manager

Summary

Join SonderMind as a Veteran Affairs Account Manager and play a key role in connecting Veteran clients to vital mental health services. You will serve as the primary liaison between SonderMind and Veterans Affairs Medical Centers (VAMCs), building strong relationships and ensuring timely, high-quality care for Veterans. Key responsibilities include relationship management with VA staff, resolving barriers to care, educating VA staff on SonderMind's services, and collaborating on strategic initiatives to improve Veteran access to care. Success involves building a strong understanding of SonderMind's platform, establishing VAMC relationships, and consistently meeting performance metrics related to referral volume and client satisfaction. This role requires extensive experience in customer success, healthcare, and working with the Department of Veteran Affairs. SonderMind offers a comprehensive benefits package including flexible work options, generous PTO, free therapy coverage, competitive health insurance, paid parental leave, and a 401k plan.

Requirements

• 5+ years in Customer Success, Customer Operations, or Account Management, including 2+ years in healthcare-specific roles
• Experience working with or within the Department of Veteran Affairs or navigating the VA Community Care Network system
• Proven ability to manage customer networks across multiple time zones and adapt to diverse client needs
• Strong problem-solving skills and ability to work under pressure while maintaining urgency and professionalism
• Collaborative mindset with experience in cross-functional environments
• Familiarity with technical systems and fast-paced, evolving environments

Responsibilities

• Develop and maintain strong, trusted relationships with 50+ key VA staff members across assigned states, serving as the ‘human face’ of SonderMind to the VA. Tailor engagement strategies to meet site-specific needs and drive referral volume
• Collaborate with internal teams and VAMC representatives to address obstacles preventing Veterans from accessing care. Manage escalations, ensure compliance with VAMC administrative requirements, and identify patterns to inform process improvements
• Act as a subject-matter expert on SonderMind’s Veteran mental health services and VA referral management systems. Train VA staff on how to effectively leverage SonderMind’s offerings and navigate operational processes
• Partner with team leadership to achieve performance metrics, enhance operational efficiency, and continuously improve Veteran access to care

Benefits

• A commitment to fostering flexible hybrid work
• A generous PTO policy with a minimum of three weeks off per year
• Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
• Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition, which allows between 8-16 weeks of paid leave)
• 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
• Travel to Denver 1x a year for annual Shift gathering
• Fourteen (14) company holidays
• Company Shutdown between Christmas and New Years
• Supplemental life insurance, pet insurance coverage, commuter benefits and more!