National Accounts Coordinator

Empower Brands•Richmond, VA

About The Position

The National Accounts Coordinator manages the launch and ongoing administrative support of National Accounts, owning the process from signed agreement through go-live. The role ensures customer requirements, documentation, approved pricing, service coverage, account setup, and billing procedures are complete and communicated. Working with National Accounts, Operations, franchisees or service providers, and Accounts Receivable, the Coordinator tracks readiness, follows up on outstanding items, and escalates barriers to launch. After launch, the Coordinator supports a consistent customer experience through proactive communication, billing coordination, issue follow-through, and account health tracking. This hands-on role requires organization, initiative, attention to detail, and a willingness to assist proactively. The position also tracks account performance, reports status and risks, and identifies practical process improvements. The listed duties are not exhaustive; employees may be assigned other job-related duties. The role is subject to reasonable accommodation and is an at-will position.

Requirements

At least 2 years of experience in project coordination, account management, or a related role.
Strong organizational skills and ability to manage multiple accounts, tasks, and deadlines simultaneously.
Excellent written and verbal communication skills with a professional, customer-focused approach.
Ability to own follow-up and coordinate work across cross-functional teams without direct supervisory authority.
Strong attention to detail when handling pricing, documentation, account records, and billing requirements.
Proficiency with Microsoft Office, CRM systems, customer portals, and work order platforms.

Nice To Haves

Experience supporting multi-location customers, franchise organizations, or field service businesses.
Familiarity with certificates of insurance (COIs), invoicing, and Accounts Receivable processes.

Responsibilities

Own and maintain account launch checklists, timelines, assigned responsibilities, and readiness status from signed agreement through go-live.
Review customer requirements with National Accounts and Operations and translate them into actionable setup tasks.
Coordinate required documentation, including signed agreements, service requirements, certificates of insurance, customer contacts, and billing instructions.
Confirm approved pricing is documented and accurately reflected in appropriate systems and customer portals.
Verify service coverage and responsible service providers with Operations; document gaps and escalation contacts before launch.
Coordinate customer account, location, portal, and work order setup with appropriate teams.
Confirm invoice requirements, purchase order procedures, supporting documentation, submission methods, and payment terms with Accounts Receivable.
Communicate launch requirements and responsibilities to internal teams and participating service providers.
Track outstanding items, escalate launch risks, and obtain readiness confirmation before go-live.
Monitor initial work orders and billing activity to identify and resolve early account issues.
Serve as a central contact for customer updates, administrative questions, service concerns, and billing inquiries.
Provide timely, accurate updates on scheduling, work status, outstanding items, and issue resolution.
Track customer concerns with an owner, next action, and expected resolution date; coordinate responses and follow through until resolved.
Maintain accurate records of customer communication, commitments, and account requirements.
Escalate concerns that could affect service delivery, customer satisfaction, or the account relationship.
Facilitate communication between National Accounts, Operations, franchisees or service providers, and Accounts Receivable.
Monitor open work orders and follow up on missing updates, overdue activity, and incomplete documentation.
Confirm completed work includes the information required for billing.
Coordinate resolution of invoice discrepancies, rejected invoices, missing purchase orders, and customer billing questions.
Track outstanding billing issues and support Accounts Receivable with customer communication and documentation.
Identify recurring administrative or service gaps and recommend practical process improvements.
Maintain an account health tracker covering open work orders, response times, completion status, documentation compliance, unresolved customer issues, and billing exceptions.
Monitor performance against agreed service requirements and promptly flag exceptions.
Provide regular account status reports to National Accounts and Operations, highlighting overdue items, recurring issues, and needed actions.
Keep reporting accurate and current, track corrective actions through completion, and identify patterns that could affect customer retention or account growth.