National Account Manager

**Service Center** CSCS TX **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.**