Job Opportunities API

Service Center CSCS TX Position 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 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) 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.