National Account Manager

A Brief Overview

The National Account Manager acts as a trusted advisor to the organization’s mid-tier insurance client partners. They work closely with their clients to implement best-in-class claims programs that deliver an unrivaled customer experience to the policyholder. They are trustworthy representatives of both Safelite and the client organization. Trusted experts in the insurance and auto-glass industry, having the right knowledge and experience to help clients uncover and address critical business needs. By delivering highly consultative services, they help clients solve challenging business problems while increasing Safelite’s footprint within their client organizations. A key component of the role is collaboration: NAMs must work with a variety of stakeholders within Safelite as well as their client organizations and they must also foster strong relationships across the two organizations. Using data to uncover problems and drive decision making to tell a compelling story that leads to both insight and action. They must also be digitally savvy, helping the client to create a consumer-grade experience to policy holders by creating an omni-channel customer platform that delivers maximum experience with ease and satisfaction. As expert professionals, NAMs must model Safelite’s values: a service mindset, a can-do attitude, and a caring heart.

This position is remote but must be located in Columbus, OH, Texas, Georgia, Florida, North Carolina or South Carolina.

What you will do

Key Account Management

•Personally manage a focused portfolio of customer relationships, leveraging a large network of colleagues across the organization’s functions, and acting as a subject matter expert to the client.

•Collaborate with key internal partners to implement best-in-class solutions, creating tailored strategies where necessary.

•Ensure ongoing customer satisfaction and loyalty while also enhancing profitability.

•Maintain current knowledge of partners’ industry and auto glass industry; evolve knowledge and approach as Safelite’s business strategy evolves.

Business Management

•Manage business results of mid-tier insurance and client partners by collaborating with sales operations team to analyze customer and market trends, monitor financial results, adjust plans as necessary, and optimize use of resources.

•Advise clients on different commercial approaches and negotiate arrangements that deliver value to the business and the client organization.

Data-Driven Product and Service Improvement

•In collaboration with sales operations and other internal SMES, use data-driven analyses to identify and implement product and service improvements that enhance business performance for both own organization and client organization.

Customer Solution Design

•Consult with customer representatives throughout the client organization to identify the strategic outcomes they are seeking to achieve; then, support solution design by mobilizing cross-functional teams (for example, customer experience, technology, pricing, digital and legal) to utilize best-in-class solutions and developing associated contractual terms that meet the customer's mid- to long-term needs at a national/key operating unit level.

•Align agreement with the right internal partners and colleagues before approaching the client to negotiate to ensure that client proposals can be delivered at optimal levels of profitability and without undue operational stress.

Customer Relationship Development

•Develop and maintain personal relationships with relevant executives within strategic clients and potential future clients to facilitate business offerings expansion, growth, and retention and identify opportunities to increase the business's footprint within an existing client organization and increase value creation.

•Expand and elevate business relationships by growing the number of client stakeholders within the organization and connecting them with the right people within Safelite.

Digital Vision and Strategy

•Work with the digital team, the customer experience team, the technical account management team and the relevant client teams to illustrate the value of digital strategy/digital-enabled business change projects, and programmatically deliver successful digital replicable innovation projects with the end-user/policy holder in mind.

•Performs other duties as assigned.

•Complies with all policies and standards

What you will need

•Bachelor's Degree or equivalent experience require

•4-6 years sales and account management experience preferred

•Ability to operate position related software

•Strong written and verbal communication skills

•Effective negotiation skills

•Ability to travel up to 40% of the time​

•Customer Focus - Ability to build strong customer relationships and deliver customer-centric solutions. Uses customer feedback and data to drive continuous improvement, creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.

•Strategic Mindset - Ability to see ahead to future possibilities and translates them into breakthrough strategies. Keeps up to date on current and future industry trends and market forces and considers these when making decisions. Clearly identifies and prioritizes efforts and initiatives to have the greatest strategic impact on the organization.

•Drives Results - Ability to consistently achieves results, even under tough circumstances.  Emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others overcome obstacles.

•Knows the Buying Influences - Applies business acumen to accurately identify and understand the key buying influences pertaining to an opportunity and the needs and goals of relevant stakeholders.

•Data Collection and Analysis - Works across functions and the contact center to analyze relevant data and report it back to clients. Collaborates with key internal partners to apply learnings to solutions. Utilizes the data to tell the client story both internally and to the client

•Negotiates Strategically/Tactically - Uses comprehensive knowledge and skills to design proposals, in partnership with relevant internal stakeholders, that facilitate growth and leave both parties satisfied with the value gained.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

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#LI-REMOTE

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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