National Account Manager
4 weeks ago
This is a key leadership position that oversees nationwide operations of key contracts, ensuring delivery in line with service level agreements and annual business budgets. As a key leader, you will have functional responsibility for developing and executing strategic and tactical plans, providing leadership, guidance, and direction to account management teams, State Managers, State Operations Managers/CSMs, and other stakeholders.
Key Responsibilities- Provide proactive visible leadership and support to Operational Management, driving strategic imperatives and high standards of customer service and engagement.
- Work alongside Operational Management in the field, assessing site performance and collaborating on action plans to address gaps.
- Liaise regularly with clients and stakeholders, ensuring progress on plans through structured governance meetings and documented action points.
- Develop strong client relationships and account plans to drive growth and profitability.
- Maximize opportunities for new business and innovation.
- Ensure service delivery meets contractual requirements.
- Disciplined approach to CRM platforms.
- Innovative approach to service delivery.
- Provide leadership, direction, and accountability across all levels.
- Oversee performance, staff development, resource management, and operational decision-making.
- Ensure compliance with performance targets and address performance gaps.
- Manage account performance, ensure strategic plans are implemented, and monitor key metrics.
- Address non-compliance, customer needs, and service improvements, ensuring adherence to policies and legal requirements.
- Ensure timely and accurate reporting on account performance, budgets, and variances.
- Provide strategic advice on risk management, supply chain governance, and future infrastructure needs.
- Conduct training needs analysis, ensure compliance with training schedules, and oversee the development of talent.
- Ensure all workers receive necessary inductions and role-specific training.
- Support and drive Talent management and succession planning processes.
- Continuously review and improve operational processes, adapting to customer needs.
- Foster a sustainable long-term partnership with clients and multiple stakeholders to drive innovation and long-term success.
This role requires a senior management experience in high-volume, medium to large service environments. The ideal candidate will have a proven ability to design, implement, and evaluate systems and processes. Excellent communication and interpersonal abilities, with a focus on exceptional customer service, are essential. Proficient in the MS Office Suite and ability to interpret concepts and oversee effective solutions are also required.
Desirable qualifications include senior management experience in a large, diversified services organization, proficiency in CRM and MSP systems, familiarity with design thinking and/or Force Field Analysis (FFA) methodologies, and experience presenting complex strategic issues to mid-level management.
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