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Role Description

The National Account Manager is responsible for the strategic management, growth, and satisfaction of key national accounts within the collision repair industry, including insurance carriers, fleet operators, and other large-volume partners. This role is critical in maintaining and expanding relationships, ensuring contractual obligations are met, and identifying opportunities to enhance collaboration and business outcomes. The ideal candidate will have a strong background in account management, collision operations, customer service, and strategic communication.

• Develop and execute strategic account plans tailored to each national partner to ensure long-term growth and retention.
• Identify expansion opportunities within existing or new accounts to drive revenue and service penetration.
• Collaborate with leadership to align account goals with broader company objectives.
• Serve as the primary point of contact for national clients, maintaining strong, trusted relationships across all levels of partner organizations.
• Facilitate regular business reviews and strategic meetings to align performance, expectations, and goals.
• Act as the voice of the customer internally, advocating for the account needs while balancing operational capabilities.
• Track key account metrics (including but not limited to) volume, revenue, estimate accuracy, customer satisfaction, cycle time, and any additional carrier KPIs.
• Provide detailed reporting and analysis to both internal stakeholders and external partners to highlight performance trends and improvement areas.
• Utilize data to drive actionable insights and enhance the overall partnership experience.
• Quickly address and resolve account-level issues by coordinating with internal teams and stakeholders.
• Lead root cause analyses and implement corrective action plans to address recurring problems or breakdowns in processes.
• Maintain a solutions-oriented approach that balances customer satisfaction with operational efficiency.
• Partner closely with operations, finance, legal, marketing, and training teams to ensure seamless execution of account initiatives and programs.
• Lead or participate in cross-functional initiatives aimed at improving the partner experience and strengthening relationships.
• Ensure that all account activities align with contractual terms and service level expectations.
• Participate in contract renewal negotiations and assist in the onboarding of new strategic accounts.
• Maintain documentation of all agreements, renewals, and compliance-related activities.
• Identify process inefficiencies and propose innovative solutions to enhance the service experience for national partners.
• Lead initiatives that improve consistency, quality, and communication across the account lifecycle.
• Stay informed of industry trends, customer expectations, and competitor offerings to maintain a competitive edge.
• Travel to client site visits, strategic meetings, performance reviews, and industry events.

Qualifications

• Minimum of 5 years of experience in the collision repair industry, with a focus on operations, account management, or customer relations.
• Demonstrated success in managing high-impact accounts and consistently meeting or exceeding performance targets.
• Strong written and verbal communication skills, with the ability to present and influence at all levels of an organization.
• Excellent interpersonal and relationship-building abilities, with a customer-first mindset.
• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, data analysis, reporting).
• Must have a valid driver’s license and a safe driving record.
• 50% of overnight travel including air travel required to support national account needs and build face-to-face relationships.
• Skilled in managing contract renewals, pricing discussions, and service level expectations while maintaining strong partnerships.
• Ability to represent the company with professionalism and credibility at senior leadership levels.
• Proficiency with PC, Repair Management Software (CCC/Mitchell), PowerBi, Smartsheet, MS Office, and online research.
• In-depth understanding of key account needs, challenges, priorities, and opportunities.
• Knowledge of market trends and competitive environment.
• Ability to think long-term and drive performance improvements aligned with business objectives.
• Proactive in identifying issues and finding solutions to enhance performance and relationships.
• Diligent in monitoring carrier performance and identifying trends or inconsistencies.
• Skilled at developing and maintaining productive relationships with internal teams and external partners.
• Capable of working independently, prioritizing tasks and meeting deadlines in a fast-paced environment.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• 5 Paid Holidays