National Account Manager

Position Summary

The National Account Manageris responsible forretaining 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 whileidentifyingopportunities 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 andmaintaina 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

• Identifyand execute expansion plays (new regions new offeringsadditionalbusiness units seasonal surges)

• Monitor KPIs trends and client feedback; translate insights into clear internal actions and proactive client communications

• Maintainaccuratedocumentation 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 toretainand 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)