National Account Manager

The National Account Manager is the "CEO of the account" for an assigned portfolio of high-value national and enterprise home-services partnerships. This senior role owns each account's strategy, financial performance, growth, implementation, relationship health, retention, and long-term value. The position leads cross-functional account teams through influence and uses Miller Heiman disciplines to deepen executive relationships, identify opportunities and risks, and position Cinch as a strategic partner.

Essential Duties and Responsibilities

1. Enterprise Account Ownership

• Establish the vision, multi-year strategy, annual priorities, and operating plan for each account; understand the partner's business model, customers, objectives, organization, competitive landscape, and financial opportunity.
• Maintain visibility into all significant account activity; proactively identify opportunities and risks; own issue resolution affecting relationships, customer experience, revenue, enrollments, or profitability.
• Mobilize internal resources, drive accountability for commitments, keep leadership informed, and balance partner needs with Cinch's financial and strategic objectives across complex business units, markets, and stakeholders.

2. Revenue, Enrollment and Financial Accountability

• Participate in annual goal and budget setting, weighted against required investments; own achievement of budgeted revenue and enrollments and develop account-level operating plans.
• Monitor monthly results against budget, forecast, and prior year; identify variances, financial risks, and opportunities; develop corrective actions and recovery plans when performance is below expectations.
• Maintain accurate forecasts; identify incremental revenue opportunities; evaluate the financial impact of marketing, product, pricing, operational, and partnership decisions; collaborate with Finance on reporting, scenarios, business cases, investments, and profitability recommendations.

3. Strategic Account Planning - Miller Heiman

• Develop and maintain Miller Heiman account plans that identify the economic buyer, buying influences, decision-makers, stakeholder objectives and concerns, coaches, advocates, relationship strength, competitive threats, vulnerabilities, and warning signs.
• Build relationships across headquarters, regional, divisional, functional, and executive levels; create action plans for relationship gaps, critical opportunities, renewals, expansion, retention, and multi-year growth.

4. New Partner Implementation

• Partner with the Implementation Manager to establish plans, timelines, milestones, responsibilities, deliverables, launch-readiness reviews, and coordination between internal and partner teams.
• Ensure contractual, technology/integration, marketing, product, billing, enrollment, reporting, training, and operational requirements are understood and delivered; identify risks, establish mitigation plans, and maintain accountability for deadlines.
• Oversee complex national or phased launches; monitor post-launch results, resolve issues, provide executive updates, and transition accounts into ongoing management and growth.

5. Cross-Functional Account Team Leadership

• Lead account teams that may include Marketing, Customer Service, Sales Operations, Sales, Finance, Product, Analytics/BI, Training, Implementation, Claims/Service Operations, Life Cycle Management, and Executive Leadership.
• Set priorities, communicate strategy, define responsibilities and deliverables, conduct meetings, maintain action plans, monitor deadlines, remove barriers, escalate issues, align senior leaders, and ensure teams understand the account's objectives and business importance.

6. Marketing Optimization and Oversight

• Work with Partner Marketing and the partner to develop and approve annual marketing plans, calendars, audiences, customer segments, channels, campaigns, launch timelines, and scalable national distribution strategies.
• Oversee campaign execution; partner with Marketing and BI to analyze results; identify product, promotion, pricing, and other tests; recommend improvements; correct underperformance; expand successful initiatives; and bring proactive, data-supported ideas to partners.

7. Relationship, Executive and Contract Management

• Establish relationship cadences and build sustainable relationships across functions and levels, including senior and C-suite executives; monitor organizational changes, new influencers, satisfaction, and relationship risks.
• Address concerns promptly, strengthen relationship depth beyond the primary contact, serve as a trusted business advisor, and lead account strategy for complex renewals, expansions, amendments, and long-term negotiations with Legal and executive leadership.

8. Business Reviews

• Determine the appropriate internal and partner review cadence and lead strategic, forward-looking business reviews covering revenue, enrollments, budget, year-over-year trends, forecasts, marketing, engagement, products, customer experience, service delivery, projects, improvement areas, strategic priorities, partner feedback, enterprise growth, investments, risks, and opportunities.
• Coordinate internal participation and document, assign, and ensure completion of resulting decisions, actions, and commitments.

9. Forecasting and Performance Analytics

• Analyze revenue, enrollments, marketing, conversion, products, channels, markets, and business units; monitor budget and forecast performance; identify trends, risks, and growth opportunities; and develop accurate forecasts and recovery plans.
• Translate data into actionable recommendations, business cases, portfolio views, and scenario analyses for internal and external executives.

10. Technology, Microsoft and AI Proficiency

• Independently use Excel, PowerPoint, Word, Outlook, and Teams to develop financial analyses, forecasts, presentations, executive communications, business reviews, and account plans.
• Appropriately use approved AI tools for analysis, trend identification, research, meeting preparation and summaries, action tracking, account and marketing planning, business reviews, executive communications, presentations, forecasting, scenario planning, opportunity identification, and administrative productivity, in compliance with privacy, security, confidentiality, and data-governance requirements.
• Perform all other duties as assigned.

Required Qualifications

• Bachelor's degree in business, marketing, finance, sales, or a related field; MBA or advanced degree preferred.
• 8+ years of progressive strategic, national, or enterprise account management, business development, or partner-management experience, including direct ownership of large, complex accounts and accountability for revenue, growth, retention, and executive relationships.
• Proven success influencing senior and C-suite stakeholders, leading matrixed teams without formal authority, and executing expansions, renewals, complex implementations, or national/multi-market launches.
• Strong financial, analytical, presentation, negotiation, and executive-communication skills; experience with Miller Heiman or a comparable strategic account methodology strongly preferred.
• Advanced Excel and PowerPoint proficiency and ability to travel as required.

Leadership Competencies

Enterprise thinking | Executive presence | Commercial and financial acumen | Relationship leadership | Data-driven decision-making | Negotiation | Accountability | Change leadership

Key Performance Indicators

• Financial performance: Meet or exceed annual budgeted revenue and enrollments; deliver sustainable year-over-year growth; maintain forecast accuracy within company tolerances; identify joint partner KPIs aligned with the Miller Heiman buy-sell hierarchy.
• Partnership growth and retention: Deliver measurable incremental revenue, product/program penetration, distribution, channel or segment expansion; retain accounts and proactively support contract renewals.
• Marketing performance: Develop and execute annual account marketing plans; improve campaign response, conversion, enrollment, and revenue; document optimization of underperforming initiatives and expansion of successful campaigns.
• Strategic account management: Maintain current Miller Heiman plans, multi-level relationships, documented opportunities, action plans, early risk escalation, and mitigation strategies for all assigned accounts.
• Execution: Deliver implementations to agreed timelines and launch objectives; establish effective cross-functional teams; complete partner and internal commitments on time; conduct business reviews at the established cadence with documented recommendations, decisions, and follow-up actions.