National Account Manager

Champions Do More

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People. 

Responsibilities

JOB PURPOSE:  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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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.

This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills. You may be asked by your supervisor or managers to perform other duties.  Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform. The Company has the right to revise this job description at any time.

Crash Champions is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans’ status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

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

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

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