Service Center
CSCS TXPosition 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.
Skills Required
- 3+ years of experience in B2B account management, customer success, or client services
- Experience managing multi-location or national accounts in a matrixed environment
- Ability to coordinate cross-functionally with Operations and support functions to resolve service issues
- Experience with KPI-based management, QBR narratives, and action plans
- Proven ability to retain and grow accounts
- Strong communication, presentation, negotiation, and issue-resolution skills
- Strong organizational skills and attention to detail involving contracts, pricing terms, and SOW/SLA governance
- Proficiency in Microsoft Office, including Excel, PowerPoint, and Word
- Proficiency with CRM tools
- Eligibility to work in the United States without restrictions
- Automotive, fleet, insurance, or related services experience
Caliber Collision Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Caliber Collision and has not been reviewed or approved by Caliber Collision.
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Healthcare Strength — Day-one eligibility for medical, dental, and vision is broadly highlighted, alongside company-paid life, AD&D, and disability insurance. Supplemental options such as FSA and accident/critical-illness coverage expand the offering.
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Retirement Support — A 401(k) with company match is a consistent feature, with some materials noting automatic enrollment. This provides structured support for long-term savings from the start.
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Leave & Time Off Breadth — Paid holidays and PTO are offered from day one or begin accruing immediately for full-time teammates. Immediate access to time off is presented as part of the standard package.
Caliber Collision Insights
What We Do
As one of the nation's largest auto collision repair providers, Caliber offers unlimited opportunities to drive your career forward. Surrounded by a purpose-driven, team-centric culture, you are empowered to create the roadmap for your future. With more than 1,800 centers nationwide across 41 states, Caliber features a wide range of automotive services including collision, auto glass and fleet solutions. We are known for providing an outstanding customer experience and regularly rank among the highest customer satisfaction scores in the industry. Our commitment to caring for people extends to our Caliber teammates and their careers. When you join Caliber, you're not just an employee but part of a dedicated team. You'll receive mentoring from some of the brightest minds in the industry, as well as industry-leading pay and a comprehensive day-one benefits program. At Caliber, we care about your well-being. We're proud to have been the only auto repair company on Forbes' list of "America's Best Large Employers"-an honor awarded to companies with high employee satisfaction. We're also proud to have been recognized by Inc. as a Best in Business Extra Large Company (500+ employees), receiving a gold medal for our efforts in going above and beyond to make a positive impact. Caliber is an equal-opportunity employer. We are committed to fostering an inclusive and diverse workplace
