Manager, National Accounts
About The Position
Under limited supervision, the Manager, National Accounts leads a team responsible for supporting strategic National Account customers through onboarding, program execution, customer support, issue resolution, and operational follow-through. The role ensures the team delivers a consistent, high-quality customer experience while executing programs in alignment with business objectives, customer expectations, and operational standards. The Manager provides day-to-day people leadership, monitors execution quality, resolves escalated issues, and drives process discipline across customer support and implementation activities. The role partners with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other cross-functional teams to improve service delivery, scalability, and customer satisfaction. The position drives consistent execution, service discipline, and operational alignment across strategic customer partnerships. It strengthens team performance, improves the customer experience, and supports scalable growth by ensuring National Account programs are delivered with quality, accountability, and cross-functional coordination.
Requirements
- Minimum of 5 years of progressive experience in customer service, account management, branch operations, implementation, sales support, National Accounts, or a related customer-facing function.
- Prior people leadership, team lead, supervisory, or project leadership experience is required.
- Demonstrated ability to lead teams, manage priorities, resolve escalations, and drive execution against service expectations and business objectives.
- Strong communication, problem-solving, stakeholder management, organization, and follow-through skills.
- Working knowledge of National Account programs, customer onboarding, order management, inventory coordination, warranty and returns processes, and CRM or related business systems.
Nice To Haves
- Bachelor’s degree preferred, or equivalent combination of education and experience.
- Experience supporting National Accounts, complex customer environments, customer onboarding, implementation projects, or cross-functional operational initiatives is strongly preferred.
Responsibilities
- Supervise, coach, and develop a team of Enterprise National Account professionals responsible for customer onboarding, program implementation, operational support, issue resolution, and ongoing customer relationship management.
- Assign and balance team workload across National Account customers, programs, and implementation priorities to ensure appropriate coverage, responsiveness, and follow-through.
- Establish clear expectations, provide ongoing coaching and feedback, support development planning, and manage performance issues in alignment with company policies and leadership expectations.
- Oversee team execution of customer onboarding, program milestones, service commitments, issue resolution, warranty and return support, documentation accuracy, and customer satisfaction.
- Serve as a point of escalation for customer and internal issues, resolving matters within scope and escalating higher-risk or complex decisions appropriately.
- Partner with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other stakeholders to align on customer priorities, implementation needs, and resolution plans.
- Identify opportunities to improve tools, documentation, reporting, training resources, and operating processes to strengthen scalability, consistency, and team effectiveness.
- Ensure clear, professional, and timely communication with National Account customers, internal partners, and leadership regarding customer needs, risks, progress, and opportunities.
Benefits
- 10% bonus, in accordance with the terms of the Company's applicable plan.
- Tuition reimbursement.
- Medical, dental, and vision insurance.
- Prescription drug coverage.
- 401(k) retirement plan.
- Short-term disability insurance.
- 8 weeks paid birthing leave.
- 2 weeks paid bonding leave.
- Life and long-term disability insurance.
- Up to 12 days paid time off, depending on date of hire and eligibility.
- Up to 2 paid well-being days, depending on date of hire and eligibility.
- Up to 1 paid volunteer day, depending on date of hire and eligibility.
- Up to 12 paid holidays, depending on date of hire and eligibility.
- Up to 3 floating holidays per year, depending on date of hire and eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
