Service CenterCSCS TX
Position SummaryThe 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)
