National Account Manager

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)