National Account Manager

National Account ManagerThe 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 DutiesOwn 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 ownersEnsure 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 plansEstablish 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 participationIdentify 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 communicationsMaintain 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 planningSupport contract renewals and retention strategy, including performance recaps, value storytelling, and risk mitigation plansEnsure compliance with Caliber policies, pricing structures, and client-specific requirements (invoicing rules, authorizations, reporting standards, documentation)Contribute to broader sales and company initiatives as neededPreferred Skills and Experience3+ 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 functionsStrong understanding of service delivery expectations; ability to work the problem and coordinate cross-functionally to resolutionComfortable with KPI-based management; ability to build and deliver clear QBR narratives and action plansProven ability to retain and grow accounts through relationship strength, execution, and structured follow-throughExcellent communication, presentation, negotiation, and issue-resolution skillsStrong organizational skills and attention to detail (contracts, pricing terms, SOW/SLA governance)Proficient in Microsoft Office (Excel, PowerPoint, Word) and CRM toolsHighly organized, self-motivated, and results-drivenProfessional demeanor with a World Class customer service approachTravel: as needed to support client sites and business reviews (typically 25-50%, based on account footprint)Performance MeasuresRevenue retention and growth within existing accountsSLA 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.