Senior Program Manager - National Accounts

The National Account Program Manager (NAPM) is responsible for managing the lifecycle of national customer accounts. This role ensures accurate onboarding, account maintenance, reporting, pricing alignment, billing health, and communication across all internal and external stakeholders. The NAPM collaborates cross‑functionally to deliver consistent, high‑quality service, identify operational improvements, and enhance the overall customer experience. The position requires strong organization, communication, and analytical skills.

Onboarding & Account Setup

• Assist sales with the creation of new leads and prospects for national customers and generators.
• Obtain and review national customer/generator information and complete account setup.
• Update and maintain national customer and generator account details for existing customers.

Customer Management & Communication

• Prepare and distribute national account meeting debriefs with action items.
• Support and deliver tailored customer experience processes that align with contractual requirements.
• Obtain, review, and attach purchase orders in SFDC and distribute as appropriate.
• Provide documentation such as invoices, manifests, CODs, and witnessing records.
• Maintain consistent communication with customers and internal teams.

Reporting & Program Support

• Assist in the creation and delivery of business reviews.
• Review pricing and RFP process codes to identify discrepancies.
• Support management of national billing delays, including credits and rebills.
• Review national accounts receivable data and assist in preventing credit holds.
• Create and distribute waste reporting.
• Create and distribute lead and prospect status reports.

Cross-Functional Collaboration

• Partner with CXAMs, RAMs, Sales, Billing, Pricing Strategy, Business Analysis, Operations, and

Regulatory teams.

• Ensure service processes meet internal standards and regulatory requirements.
• Operational Execution & Quality Management
• Support reconciliation of customer data, pricing discrepancies, and billing performance.
• Troubleshoot credit and rebill trends for continuous improvement.
• Contribute insights to support internal process improvements.

General Responsibilities

• Manage multiple tasks while maintaining accuracy.
• Track customer satisfaction and account performance.
• Perform other related responsibilities as assigned.