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.
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.)
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)
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)
Preferred Skills and Experience
