National Account Manager

Service Center

CSCS TX

Job 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 Responsibilities

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

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)

Working Environment

Physical Requirements

Work is generally conducted in a standard office administrative setting with limited exposure to physical hazards.

Alignment with Caliber's Core Values - We do the Right Thing - We are Inspired to Serve - We are Courageous - We are Proud - We have Fun

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.