National Performance Manager

The National Performance Manager (NPM) is an account management position responsible for providing ongoing support to a defined group of National Major Accounts. Primary responsibilities of the NPM are to ensure customer satisfaction, ensure customer understanding of the Impel value proposition, drive revenue growth within their current book of business, and ensure revenue retention of their national clients is maintained.

• Responsible for retaining an assigned revenue stream from National Accounts.
• Manage corporate client communications and training activities that ensure client utilization and satisfaction with Impel products and services.
• Coordinate with the Regional Performance Management Team to ensure corporate goals and expectations are being met at the store level.
• Ensure effective client utilization of Impel products, SaaS platform, and services by ensuring client corporate and regional personnel can leverage the platform effectively.
• Achieve retention and growth of revenue through programmatic actions that support client renewals.
• Consistently achieve agreed-upon activity levels as defined, activities include phone calls, emails, and any additional agreed-upon MBO’s to ensure 90%+ retention of the client portfolio.
• Ensure all process management, activity documentation, and revenue tracking are leveraged through the SalesForce CRM platform.
• Assist the team with the development of customer stories, case studies, and client references to be used for client retention and new client acquisition.
• Conduct regular account reviews with Regional and Corporate teams to ensure customer satisfaction and address any concerns.
• Collaborate with internal teams including marketing, product development, and operations to align client needs with business objectives.
• Continuously advance knowledge of the Impel solutions, learning new features, deepening understanding of current features, and helping to teach the same to both clients and colleagues.
• Demonstrate the values of Impel in everyday interactions.
• Perform other duties as required.

Other

• Maintains confidentiality of work-related issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.