Account Manager

The National Account Manager is responsible for maintaining and strengthening relationships with an assigned portfolio of national clients to drive client satisfaction, retention, and long-term partnership success. This role serves as the primary point of contact for key accounts, ensuring clients receive consistent communication, responsive service, and solutions that align with their business needs.

The National Account Manager proactively engages clients to understand their goals, address concerns, identify opportunities for improvement, and strengthen relationships at all levels of the organization. By partnering closely with internal teams, the National Account Manager ensures client expectations are met, challenges are resolved effectively, and the overall client experience supports long-term retention and loyalty.

The ideal candidate is relationship-driven, customer-focused, proactive, and skilled at building trust, managing complex accounts, and identifying opportunities to enhance client value.

Key Responsibilities

Client Relationship Management

• Develop and maintain strong, long-term relationships with assigned national accounts, serving as a trusted advisor and primary point of contact.
• Establish regular communication with clients to understand their business objectives, evolving needs, priorities, and expectations.
• Build relationships with key decision-makers, stakeholders, and operational contacts across client organizations.
• Conduct routine client check-ins, business reviews, and follow-up meetings to assess satisfaction and strengthen engagement.
• Maintain a thorough understanding of each client's business, service requirements, challenges, and opportunities.
• Ensure clients feel valued, supported, and confident in the organization's ability to meet their needs.

Client Retention and Satisfaction

• Proactively manage client relationships to support retention, loyalty, and long-term account stability.
• Identify potential risks to client satisfaction or retention and develop strategies to address concerns before they escalate.
• Respond promptly to client questions, concerns, and service issues, coordinating with internal teams to ensure timely resolution.
• Monitor client feedback and engagement to identify opportunities to improve the client experience.
• Develop and implement account-specific retention strategies based on client needs, performance, and relationship health.
• Take ownership of client concerns through resolution and communicate progress and outcomes clearly.

Account Growth and Development

• Identify opportunities to expand existing relationships through additional services, solutions, or capabilities that align with client needs.
• Develop account plans that support relationship growth, increased engagement, and long-term partnership development.
• Stay informed about client business changes, organizational priorities, and emerging needs that may create opportunities for collaboration.
• Collaborate with sales and leadership teams on account expansion opportunities while prioritizing client satisfaction and retention.
• Support contract renewals and account continuity initiatives as appropriate.