National Account Manager

Essential Duties and Responsibilities: 

• 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 

Knowledge, Skills, and Abilities 

• 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)