EHN Canada is the nation’s largest private network of industry-leading mental health, trauma, and addiction treatment facilities, each with a passion for providing quality treatment for Canadians. We are committed to both caring for our patients and supporting their loved ones. With over 100 years of collective experience, our inpatient, outpatient, and online programs are offered across the country, providing essential compassionate care to patients wherever they are.
EHN Canada prides themselves on providing both excellent and accessible care to all Canadians.
Learn more at ehncanada.com
Be part of the work that’s changing lives.
Overview
The Business Development Account Manager (AM) is responsible for managing, retaining and growing a portfolio of corporate clients while building strong, trusted and long-term partnerships. This role is accountable for client satisfaction, revenue growth, retention and portfolio profitability, and serves as a key link between EHN Canada, our clients and internal delivery teams.
The AM develops a deep understanding of each client's business, organizational priorities, goals and definition of success. By combining strong relationship management with business acumen, industry knowledge and a thorough understanding of EHN Canada's solutions, the AM identifies opportunities to increase value, strengthen partnerships, expand services and protect existing revenue.
Working closely with Business Development Directors and internal stakeholders, the AM executes account growth strategies, manages client expectations, facilitates strategic business reviews, identifies cross-sell and upsell opportunities, and proactively manages renewal and retention risk.
Given the personal and often sensitive nature of mental health, addiction and related services, the successful candidate demonstrates exceptional empathy, emotional intelligence, professionalism and discretion in every referrant/client interaction.
Responsibilities:
Client Relationship Management & Retention
- Develop and maintain strong, multi-level relationships with key decision makers, stakeholders and primary referents within assigned accounts.
- Serve as a trusted advisor and primary point of contact for assigned clients, ensuring they feel heard, supported and valued.
- Establish a regular cadence of client meetings and business reviews to understand evolving needs, priorities, expectations and measures of success.
- Build relationships across multiple levels of the client organization to strengthen engagement and reduce account risk.
- Proactively identify changes within client organizations, including new leadership, organizational changes, business priorities and emerging needs.
- Maintain a clear understanding of account health, relationship strength, client satisfaction and potential risks.
- Develop proactive strategies to retain clients and protect revenue, particularly for accounts approaching renewal.
- Facilitate the resolution of escalated client concerns and advocate internally to ensure timely and effective outcomes.
- Accurately and consistently document all relevant client, account, relationship, meeting, opportunity, activity, renewal and performance information in Salesforce/CRM, ensuring records are current, complete and accessible to internal stakeholders.
Portfolio Growth & Business Development
- Proactively identify and develop opportunities to grow revenue within the assigned portfolio.
- Identify opportunities for upselling, cross-selling, referrals and expansion across EHN Canada's services and solutions.
- Connect client needs and business challenges with relevant EHN Canada solutions and value propositions.
- Partner with Business Development Directors and internal subject matter experts to develop and execute growth strategies.
- Recognize business events and changes, including organizational changes, mergers and acquisitions, new leadership, emerging workforce needs and industry developments, that may create opportunities for EHN Canada.
- Engage appropriate executive sponsors and internal leaders to maximize strategic growth opportunities.
- Develop compelling business cases, proposals and presentations that clearly articulate EHN Canada's differentiated value.
- Support the development of new referral relationships and opportunities within existing client organizations.
Strategic Account Planning
- Develop and maintain strategic account plans for assigned clients, including business objectives, relationship strategies, growth opportunities, activities, timelines and performance measures.
- Establish annual expectations and goals with key client stakeholders.
- Conduct regular portfolio assessments to identify accounts or revenue at risk and develop appropriate action plans.
- Understand contract terms, renewal timelines and client commitments, ensuring proactive renewal strategies are in place.
- Develop and deliver compelling Strategic Business Reviews that demonstrate EHN Canada's performance, outcomes, value and opportunities for continued partnership.
- Use account and client data to identify trends, measure performance and inform strategic decisions.
Client Value & EHN Canada Differentiation
- Develop a strong understanding of EHN Canada's programs, services, value proposition and operating model.
- Translate EHN Canada's capabilities into meaningful business value for each client based on their specific priorities and needs.
- Leverage client reporting, data, benchmarks and insights to demonstrate measurable value and outcomes.
- Bring relevant industry insights, trends, research and thought leadership to client conversations.
- Proactively educate clients on emerging trends, best practices and relevant EHN Canada solutions.
- Clearly differentiate EHN Canada from competitors and strengthen the client's understanding of our unique value.
Requirements / Qualifications
- Minimum 3 years of enterprise-level Account Management, Strategic Account Management or consultative sales experience.
- Demonstrated success managing complex client portfolios and building relationships with senior decision makers.
- Proven track record of achieving or exceeding revenue, retention or growth targets.
- Demonstrated experience identifying and closing upsell, cross-sell and expansion opportunities within existing accounts.
- Experience developing and delivering strategic business reviews, proposals and executive-level presentations.
- Experience working with multiple internal stakeholders and cross-functional teams.
- Previous experience in behavioural healthcare, mental health, addiction, disability management or related healthcare services is an asset.
- Experience in the insurance, benefits, intermediary or employee health and wellness sector is an asset.
- Experience supporting clients in safety-sensitive industries is an asset.
- Post-secondary education in business, commerce, healthcare, social sciences or a related discipline.
Skills and Core Competencies
- Exceptional relationship-building and client management skills.
- Strong business acumen with the ability to understand a client's business, organizational structure, strategy, priorities and challenges.
- Strong consultative selling and business development skills.
- Highly developed emotional intelligence, empathy, judgment and interpersonal skills.
- Ability to build credibility and influence at the Director, VP and C-Suite levels.
- Strong executive presence and presentation skills.
- Excellent verbal, written and communication skills.
- Strong analytical and problem-solving capabilities, with the ability to translate data into meaningful client insights and actions.
- Highly organized with the ability to manage multiple complex accounts, priorities and revenue opportunities simultaneously.
- Strong strategic planning, account planning and project management skills.
- Demonstrated ability to work independently while collaborating effectively across a complex organization.
- Resilient, adaptable and comfortable working in a fast-paced, changing environment.
- Demonstrated professionalism, discretion and sensitivity when working within the mental health and addiction services environment.
- Ability to navigate challenging client situations with optimism, tact, diplomacy and sound judgment.
- Strong commercial orientation and demonstrated commitment to achieving results while protecting long-term client relationships.
Success in This Role
Success as a Business Development Account Manager is measured by the ability to retain loyal clients, grow the assigned portfolio and consistently create and communicate value.
The successful AM:
- Knows their clients and their business and understands what defines success for them.
- Makes it easy to do business with EHN Canada by taking ownership of the client experience and navigating the organization effectively on the client's behalf.
- Creates opportunities that deliver growth by proactively identifying needs, opportunities and solutions across the portfolio.
- Differentiates EHN Canada by bringing relevant expertise, insights, data and thought leadership to client relationships.
- Understands the mental health, trauma, addiction and disability marketplace, including relevant trends and the competitive landscape.
- Optimizes portfolio performance and profitability while protecting long-term client relationships.
- Demonstrates a consistent commitment to EHN Canada's values of Customer Driven, Performance Excellence, High Performance, Honesty & Integrity, and Growth.
Employee Benefits and Perks:
- Comprehensive benefits package including a yearly allowance of $2,000 for mental health and addiction services, plus $600 for various paramedical services (e.g., massage, physiotherapy)
- 24/7 Employee Assistance Program through GreenShield Health
- Competitive paid time off, with an extra paid day off for your birthday, offered to eligible employees
- Float Days and Recognized Statutory Holidays, providing additional flexibility and time off for eligible employees
- Access to in-house fitness facilities or discounted gym memberships
- Exclusive discounts through Perkopolis on entertainment, insurance, and more
- Opportunities for personal and professional growth through our Education Support Assistance program
- Supportive relocation opportunities due to our nationwide presence
- Defined Benefit pension plan with up to a 4% employer contribution
- Maternity and parental leave top-up
- Discounts available at Kids & Co. Daycare.
Artificial intelligence (AI) may be used to screen, assess, or select applicants for this position by analyzing application materials and generating recommendations to support human decision-making.
EHN Canada is an employment equity employer. If you should require accommodation during the interview process, please contact Human Resources.
#INDHP
