Manager, National Accounts

Lennox; Richardson (TX); On-site; USD 103,000 - 135,000; Full time

Benefits offered by this job

Tuition reimbursement

Medical, dental, and vision insurance

Prescription drug coverage

401(k) retirement plan

Short-term disability insurance

8 weeks paid birthing leave

2 weeks paid bonding leave

Life and long-term disability

Job summary

Lennox is seeking a Manager, National Accounts in the United States to lead a team that supports strategic National Account customers—from onboarding to program execution and ongoing support. You will collaborate with Sales, Operations, and Finance to ensure high-quality service and scalable delivery.

The role emphasizes people leadership, cross-functional coordination, and rigorous execution to meet business objectives, with a starting salary range and a 10% bonus potential.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 5 years of progressive experience in customer service, account management, branch operations, implementation, sales support, National Accounts, or a related customer-facing function.
• Prior people leadership, team lead, supervisory, or project leadership experience required.
• Experience supporting National Accounts, complex customer environments, customer onboarding, implementation projects, or cross-functional operational initiatives strongly preferred.
• Demonstrated ability to lead teams, manage priorities, resolve escalations, and drive execution against service expectations and business objectives.
• Strong communication, problem-solving, stakeholder management, organization, and follow-through skills.
• Working knowledge of National Account programs, customer onboarding, order management, inventory coordination, warranty and returns processes, and CRM or related business systems.

Responsibilities

• Supervises, coaches, and develops a team of Enterprise National Account professionals responsible for customer onboarding, program implementation, operational support, issue resolution, and ongoing customer relationship management.
• Assigns and balances team workload across National Account customers, programs, and implementation priorities to ensure appropriate coverage, responsiveness, and follow-through.
• Establishes clear expectations, provides ongoing coaching and feedback, supports development planning, and manages performance issues in alignment with company policies and leadership expectations.
• Oversees team execution to support customer onboarding, program milestones, service commitments, issue resolution, warranty and return support, documentation accuracy, and customer satisfaction.
• Serves as a point of escalation for customer and internal issues, resolving matters within scope and escalating higher-risk or complex decisions appropriately.
• Partners with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other stakeholders to align on customer priorities, implementation needs, and resolution plans.

Skills

Leadership

Communication

Problem-solving

Stakeholder management

Organization & follow-through

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

CRM systems

Job description

What Drives Success

Position Summary

Under limited supervision, the Manager, National Accounts leads a team responsible for supporting strategic National Account customers through onboarding, program execution, customer support, issue resolution, and operational follow-through. This role ensures the team delivers a consistent, high-quality customer experience while executing National Account programs in alignment with business objectives, customer expectations, and operational standards.

The Manager provides day-to-day people leadership, monitors execution quality, resolves escalated issues, and drives process discipline across customer support and implementation activities. This role partners closely with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other cross-functional teams to improve service delivery, scalability, and customer satisfaction.

Key Responsibilities

• People Leadership: Supervises, coaches, and develops a team of Enterprise National Account professionals responsible for customer onboarding, program implementation, operational support, issue resolution, and ongoing customer relationship management.
• Workload & Execution Management: Assigns and balances team workload across National Account customers, programs, and implementation priorities to ensure appropriate coverage, responsiveness, and follow-through.
• Performance Management: Establishes clear expectations, provides ongoing coaching and feedback, supports development planning, and manages performance issues in alignment with company policies and leadership expectations.
• Customer & Program Oversight: Oversees team execution to support customer onboarding, program milestones, service commitments, issue resolution, warranty and return support, documentation accuracy, and customer satisfaction.
• Escalation & Problem Resolution: Serves as a point of escalation for customer and internal issues, resolving matters within scope and escalating higher-risk or complex decisions appropriately.
• Cross-Functional Alignment: Partners with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other stakeholders to align on customer priorities, implementation needs, and resolution plans.

Process Improvement

Identifies opportunities to improve tools, documentation, reporting, training resources, and operating processes to strengthen scalability, consistency, and team effectiveness.

Communication

Ensures clear, professional, and timely communication with National Account customers, internal partners, and leadership regarding customer needs, risks, progress, and opportunities.

Strategic Impact

The Manager, National Accounts drives consistent execution, service discipline, and operational alignment across strategic customer partnerships. This role strengthens team performance, improves the customer experience, and supports scalable growth by ensuring National Account programs are delivered with quality, accountability, and cross-functional coordination.

Qualifications

What We Are Looking For

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 5 years of progressive experience in customer service, account management, branch operations, implementation, sales support, National Accounts, or a related customer-facing function.
• Prior people leadership, team lead, supervisory, or project leadership experience required.
• Experience supporting National Accounts, complex customer environments, customer onboarding, implementation projects, or cross-functional operational initiatives strongly preferred.
• Demonstrated ability to lead teams, manage priorities, resolve escalations, and drive execution against service expectations and business objectives.
• Strong communication, problem-solving, stakeholder management, organization, and follow-through skills.
• Working knowledge of National Account programs, customer onboarding, order management, inventory coordination, warranty and returns processes, and CRM or related business systems.

What We Offer

Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $103,000 - 135,450 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a 10% bonus in accordance with the terms of the Company’s applicable plan.

Benefits

• tuition reimbursement
• medical, dental, and vision insurance
• prescription drug coverage
• 401(k) retirement plan
• short-term disability insurance
• 8 weeks paid birthing leave
• 2 weeks paid bonding leave
• life and long-term disability insurance

Paid Time Off

• 12 days paid time off
• 2 paid well-being days
• 1 paid volunteer day
• 12 paid holidays
• 3 floating holidays per year

Our Culture

At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success.

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact [e-mail].

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.