Manager, National Accounts

Position Summary

Under limited supervision, the Manager, National Accounts leads a team responsible for supporting strategic National Account customers through onboarding, program execution, customer support, issue resolution, and operational follow-through. This role ensures the team delivers a consistent, high-quality customer experience while executing National Account programs in alignment with business objectives, customer expectations, and operational standards.

The Manager provides day-to-day people leadership, monitors execution quality, resolves escalated issues, and drives process discipline across customer support and implementation activities. This role partners closely with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other cross-functional teams to improve service delivery, scalability, and customer satisfaction.

Key Responsibilities•People Leadership: Supervises, coaches, and develops a team of Enterprise National Account professionals responsible for customer onboarding, program implementation, operational support, issue resolution, and ongoing customer relationship management.•Workload & Execution Management: Assigns and balances team workload across National Account customers, programs, and implementation priorities to ensure appropriate coverage, responsiveness, and follow-through.•Performance Management: Establishes clear expectations, provides ongoing coaching and feedback, supports development planning, and manages performance issues in alignment with company policies and leadership expectations.•Customer & Program Oversight: Oversees team execution to support customer onboarding, program milestones, service commitments, issue resolution, warranty and return support, documentation accuracy, and customer satisfaction.•Escalation & Problem Resolution: Serves as a point of escalation for customer and internal issues, resolving matters within scope and escalating higher-risk or complex decisions appropriately.•Cross-Functional Alignment: Partners with sales, branch operations, customer care, supply chain, finance, marketing, technical training, and other stakeholders to align on customer priorities, implementation needs, and resolution plans.

Process Improvement: Identifies opportunities to improve tools, documentation, reporting, training resources, and operating processes to strengthen scalability, consistency, and team effectiveness.•Communication: Ensures clear, professional, and timely communication with National Account customers, internal partners, and leadership regarding customer needs, risks, progress, and opportunities.

Strategic ImpactThe Manager, National Accounts drives consistent execution, service discipline, and operational alignment across strategic customer partnerships. This role strengthens team performance, improves the customer experience, and supports scalable growth by ensuring National Account programs are delivered with quality, accountability, and cross-functional coordination.

Qualifications•Bachelor’s degree preferred or equivalent combination of education and experience.•Minimum of 5 years of progressive experience in customer service, account management, branch operations, implementation, sales support, National Accounts, or a related customer-facing function.•Prior people leadership, team lead, supervisory, or project leadership experience required.•Experience supporting National Accounts, complex customer environments, customer onboarding, implementation projects, or cross-functional operational initiatives strongly preferred.•Demonstrated ability to lead teams, manage priorities, resolve escalations, and drive execution against service expectations and business objectives.•Strong communication, problem-solving, stakeholder management, organization, and follow-through skills.•Working knowledge of National Account programs, customer onboarding, order management, inventory coordination, warranty and returns processes, and CRM or related business systems.

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

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Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.