National Account Manager

Caliber; Lewisville (TX); Vor Ort; USD 98.000 - 132.000; Vollzeit

Zusammenfassung

Caliber is seeking a National Account Manager to own post-close relationships with key accounts across locations in the United States. You will govern onboarding, drive renewal strategies, and coordinate with Operations to ensure SLA compliance and issue resolution.

Success is measured by retention, revenue growth, and client satisfaction. You will work cross-functionally with Operations and support teams to expand services, regions, and volumes while maintaining accurate CRM and pricing data.

Qualifikationen

• 3+ years in B2B account management / customer success / client services (automotive, fleet, insurance, or related services preferred)
• Experience managing multi-location or national accounts in a matrixed organization
• Proficiency with CRM tools and Microsoft Office
• Strong communication, negotiation, and issue-resolution skills
• Ability to develop and deliver clear QBR narratives and action plans

Aufgaben

• Own ongoing relationship management for assigned accounts post-close (primary point of contact)
• Lead account governance with onboarding reinforcement, recurring check-ins, and QBR/MBR cadence
• Ensure SLA compliance, performance expectations, and accurate documentation
• Coordinate with Operations to resolve service issues and prevent recurrence
• Establish a self-managed account process with dashboards, issue-tracking, and escalation paths
• Drive account growth by expanding locations, services, and program participation
• Monitor KPIs and translate insights into internal actions and client communications
• Support contract renewals with performance recaps and value storytelling
• Maintain CRM and pricing/SOW documentation

Kenntnisse

Relationship management

Account growth

Cross-functional collaboration

Communication

Problem solving

Time management

Tools

CRM tools

Microsoft Office

Jobbeschreibung

Service Center

Position Summary

The National Account Manager is responsible for retaining, growing, and operationalizing national and multi-location accounts after they are closed and onboarded by the Business Development team. This role owns the day-to-day client relationship, performance governance, and expansion strategy, ensuring Caliber delivers consistently against agreed service levels while identifying opportunities to increase volume, locations served, and services adopted.

This position is a client-facing, cross-functional leader who partners closely with Operations and internal support teams to deliver a seamless experience and measurable results. Success is defined by account retention, revenue growth within existing accounts, SLA compliance, and client satisfaction, supported by a structured, repeatable self-managed operating cadence.

Essential Job Duties

• Own ongoing relationship management for assigned accounts post-close (primary point of contact for the client)
• Lead account governance, including onboarding reinforcement, recurring check-ins, and QBR/MBR cadence with documented action plans and owners
• Ensure consistent execution of SLAs and performance expectations (responsiveness, cycle time, quality, documentation, billing accuracy, reporting, etc.)
• Partner with Operations to resolve service issues quickly, remove friction, and prevent recurrence through root-cause analysis and corrective action plans
• Establish and maintain a self-managed account process (clear governance, dashboards/scorecards, issue-tracking, escalation paths, and closed-loop follow-up)
• Drive account growth within existing customers by expanding locations, services, volume, and program participation
• Identify and execute expansion plays (new regions, new offerings, additional business units, seasonal surges)
• Monitor KPIs, trends, and client feedback; translate insights into clear internal actions and proactive client communications
• Maintain accurate documentation in CRM and internal systems (contacts, locations, pricing/SOW, issues, resolutions, meeting notes)
• Coordinate with Business Development to ensure clean handoffs, expectation setting, pricing/SLA alignment, and renewal planning
• Support contract renewals and retention strategy, including performance recaps, value storytelling, and risk mitigation plans
• Ensure compliance with Caliber policies, pricing structures, and client-specific requirements (invoicing rules, authorizations, reporting standards, documentation)
• Contribute to broader sales and company initiatives as needed

Preferred Skills and Experience

• 3+ years in B2B account management / customer success / client services (automotive, fleet, insurance, or related services preferred)
• Experience managing multi-location or national accounts and working in a matrixed environment with Operations and support functions
• Strong understanding of service delivery expectations; ability to work the problem and coordinate cross-functionally to resolution
• Comfortable with KPI-based management; ability to build and deliver clear QBR narratives and action plans
• Proven ability to retain and grow accounts through relationship strength, execution, and structured follow-through
• Excellent communication, presentation, negotiation, and issue-resolution skills
• Strong organizational skills and attention to detail (contracts, pricing terms, SOW/SLA governance)
• Proficient in Microsoft Office (Excel, PowerPoint, Word) and CRM tools
• Highly organized, self-motivated, and results-driven
• Professional demeanor with a World Class customer service approach
• Travel: as needed to support client sites and business reviews (typically 25-50%, based on account footprint)

Performance Measures

• Revenue retention and growth within existing accounts
• SLA compliance (responsiveness, cycle time, quality, documentation, billing accuracy)
• Client satisfaction (NPS/CSAT or documented client feedback)
• Issue resolution speed and recurrence reduction (root-cause closure)
• Expansion adoption (new locations/services/programs implemented)

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.