- Location
- CSCS TX, United States of America
- Type
- Full-time
- Department
- Sales
- Seniority
- Manager
- Visa
- Not sponsored
- Source
- Workday
Description
Service Center
CSCS TXJob 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.
