National Accounts Coordinator
$50.2k - $77.8k
Mid
Richmond, VA, USA
In Person
Customer Experience & SupportCustomer Success
About the job
Requirements
- At least 2 years of experience in project coordination, account management, or a related role.
- Ability to manage multiple accounts, tasks, and deadlines simultaneously.
- Strong written and verbal communication skills with a professional, customer-focused approach.
- Ability to take ownership of follow-up and coordinate work across cross-functional teams without direct supervisory authority.
- Strong attention to detail when handling pricing, documentation, account records, and billing requirements.
- Proficiency with Microsoft Office, customer relationship management (CRM) systems, customer portals, and work order platforms.
Responsibilities
- Own and maintain the account launch checklist, timeline, assigned responsibilities, and readiness status from signed agreement through go-live.
- Review customer requirements with National Accounts and Operations and translate them into actionable setup tasks.
- Coordinate required documentation, including signed agreements, service requirements, certificates of insurance (COIs), customer contacts, and billing instructions.
- Confirm approved pricing is documented and accurately reflected in the appropriate systems and customer portals.
- Verify service coverage and responsible service providers with Operations, documenting gaps and escalation contacts before launch.
- Coordinate customer account, location, portal, and work order setup with the appropriate teams.
- Confirm invoice requirements, purchase order procedures, supporting documentation, submission methods, and payment terms with Accounts Receivable.
- Communicate launch requirements and responsibilities to internal teams and participating service providers.
- Track outstanding items, escalate launch risks, and obtain readiness confirmation from responsible teams before go-live.
- Monitor initial work orders and billing activity to identify and resolve early account issues.
- Serve as a central contact for customer updates, administrative questions, service concerns, and billing inquiries.
- Provide timely, accurate updates on scheduling, work status, outstanding items, and issue resolution.
- Track customer concerns with a clear owner, next action, and expected resolution date.
- Coordinate responses with the appropriate team and follow through until issues are resolved.
- Maintain accurate records of customer communication, commitments, and account requirements.
- Escalate concerns that could affect service delivery, customer satisfaction, or the overall account relationship.
- Facilitate communication between National Accounts, Operations, franchisees or service providers, and Accounts Receivable.
- Monitor open work orders and follow up on missing updates, overdue activity, and incomplete documentation.
- Confirm completed work includes the information required for billing.
- Coordinate resolution of invoice discrepancies, rejected invoices, missing purchase orders, and customer billing questions.
- Track outstanding billing issues and support Accounts Receivable with customer communication and documentation.
- Identify recurring administrative or service gaps and recommend practical process improvements.
- Maintain an account health tracker showing open work orders, response times, completion status, documentation compliance, unresolved customer issues, and billing exceptions.
- Monitor performance against each account's agreed service requirements and flag exceptions promptly.
- Provide regular account status reports to National Accounts and Operations, highlighting overdue items, recurring issues, and actions needed.
- Keep reporting accurate and current so teams can act on account risks.
- Track corrective actions through completion and identify patterns that could affect customer retention or account growth.
Desired Qualifications
- Experience supporting multi-location customers, franchise organizations, or field service businesses.
- Familiarity with certificates of insurance (COIs), invoicing, and Accounts Receivable processes.
About the company
Empower Brands operates a franchise platform that coordinates ten established franchise brands, giving entrepreneurs access to multiple proven business models under one umbrella. The core product is a centralized ecosystem that supports selecting and launching a franchise, with brand-specific training, marketing, and operational guidance to help franchisees grow their businesses. Unlike firms that focus on a single brand, Empower Brands combines a diverse portfolio—Archadeck Outdoor Living, Bumble Roofing, Canopy Lawn Care, Conserva Irrigation, FRSTeam, JANPro, Koala Insulation, Outdoor Lighting Perspectives, Superior Fence and Rail, Wallaby Windows—into one platform, enabling cross-brand collaboration, shared resources, and a scalable franchise network. The company’s goal is to grow world-class brands by unleashing unwavering determination, devotion, and achievement, helping both the brands and their franchise owners reach long-term success.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Glen Allen, Virginia
Founded
2008
Get referred to Empower Brands
See people who can refer or advise you
Simplify's Take
What believers are saying
- First-half 2026 new franchisees rose 13%, while total transactions increased 15%.
- Superior Fence & Rail entered Canada in February 2026 and already signed four owners.
- April 2026 leadership hires and February's 1,100-person Ignite conference strengthened recruiting and support.
What critics are saying
- Rawls v. Empower Brands Franchising, LLC in Virginia Eastern adds legal distraction through 2026.
- Ten brands create execution complexity; weak franchisee economics quickly hit royalties and transfers.
- If development momentum stalls after 2026, MidOcean's platform loses growth-story premium.
What makes Empower Brands unique
- Empower Brands runs ten home-services franchises, spanning JAN-PRO, Superior Fence & Rail, and Koala.
- Its February 2026 Franchise Development CoE adds AI-powered pipeline management and sales enablement.
- Seven brands ranked in Entrepreneur's 2026 Franchise 500, signaling broad portfolio credibility.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short & Long Term Disability Insurance
- 401(k) with Company Match
- Paid time off