Veteran Affairs Account Manager

Job Description

Position Overview

SonderMind is seeking a Veteran Affairs Account Manager to play a key role in connecting Veteran clients to Community Care Network (CCN) mental health services. This role serves as the primary liaison between SonderMind and Veterans Affairs Medical Center (VAMC) staff, focusing on building relationships, resolving challenges, and ensuring timely, high-quality care for Veterans.

About SonderMind

At SonderMind, we believe everyone deserves a personalized, connected, and effective mental health destination. Our care encompasses therapy, medication management, meditation, and mindfulness exercises. Clinicians leverage our digital tools and research to deliver high-quality care and develop thriving practices. Combining technology and human connection, SonderMind drives better outcomes through a comprehensive approach. Learn more at sondermind.com or download the mobile app. Follow us on Instagram, Linkedin, and Twitter for the latest news and insights.

Responsibilities

As an Account Manager focused on Veteran Health partnerships, you will:

• Relationship Management:
  • Develop and maintain strong, trusted relationships with 50+ key VA staff members across assigned states.
  • Serve as the 'human face' of SonderMind to the VA.
  • Tailor engagement strategies to meet site-specific needs and drive referral volume.
• Barrier Resolution:
  • 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 for process improvements.
• Expert Education:
  • Act as a subject-matter expert on SonderMind’s Veteran mental health services and VA referral management systems.
  • Train VA staff on effectively leveraging SonderMind’s offerings and navigating operational processes.
• Strategic Execution:
  • Partner with team leadership to achieve performance metrics, enhance operational efficiency, and continuously improve Veteran access to care.

What Success Looks Like

• Build a robust understanding of SonderMind’s platform, service offerings, and account management processes within the first month.
• Establish and strengthen VAMC relationships within two months to drive referral volume and identify site-specific insights.
• Ongoing accountability for referral volume, VAMC retention, and satisfaction within assigned states.
• Maintain rapid response times to VAMC inquiries and ensure timely resolution of service requests.

Requirements

Required Skills and Experience:

• 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.

Compensation and Benefits

• Salary: The anticipated salary range for this role is $80,000 - $90,000. Final compensation will be determined based on a variety of factors, including relevant experience, skills, education, and past performance.
• Benefits: SonderMind offers comprehensive benefits designed to support employees' careers and lives, meeting them where they are and supporting them in all facets of their lives and work.

Application Instructions

• [Application instructions would typically go here if provided]

Company Information

• Company: SonderMind
• Website: sondermind.com
• Social Media: Instagram, Linkedin, Twitter