National Accounts Relationship Manager

Empower Brands was founded in 2022 as a result of the integration of Lynx Franchising and Outdoor Living Brands. The company encompasses ten industry‑leading brands across commercial and residential services, including JAN‑PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing, and Canopy Lawn Care. Empower is dedicated to delivering high‑quality products and services while supporting franchise owners with tools and empowerment for success.

Empower Brands is a portfolio company of Mid Ocean Partners, a leading private equity firm focused on growth‑oriented franchise businesses.

We’re seeking a confident, relationship‑driven professional to act as a key liaison between owners and clients. The ideal candidate values communication, collaboration, and proactive problem‑solving. Responsibilities include ensuring every interaction reflects responsiveness, professionalism, and genuine care, and involves anticipating needs before they arise. Success requires exceptional written and verbal communication, strong problem‑solving skills, and the ability to maintain positive, productive relationships in a fast‑paced, customer‑facing environment.

• Resolve customer service issues to consistently meet departmental benchmarks.
• Develop and implement processes and procedures to improve operational efficiency.
• Oversee cross‑functional work areas targeted to resolve customer‑raised issues.
• Act as the first point of contact for clients regarding customer service matters.
• Manage the work‑order resolution process through Clean Telligent Work Order System, including receipt, creation, routing, and closing of work orders.
• Utilize multiple portals (Corrigo, Service Channel, Service Insight/VAWS, New Seasons/GoFMX) for work‑order management.
• Coordinate national account customer renewals and ensure ongoing satisfaction.
• Follow up to ensure satisfactory completion of corrective work when necessary.
• Field client calls with negative experiences and initiate resolution.
• Coordinate emergency or additional service requests for national account clients.
• Onboard new locations for existing clients.
• Produce operational and customer service reports as requested by customers or the field.
• Provide weekly/monthly reports for clients that reflect franchisee performance.
• Conduct CSR calls to each location within the portfolio and create applicable work orders for low scores.
• Conduct surveys, prepare and send survey reports, and capture results.
• Participate in monthly conference calls with various clients and facility managers.
• Fulfilling supply orders on occasion.

• 5+ years of experience in an Account Manager, Account Specialist, Customer Service Representative, or related role.
• Track record of success in sales, customer service, and account management, consistently exceeding sales, client satisfaction, and client retention goals.
• Sense of urgency for goal achievement and ability to multi‑task in a fast‑paced environment.
• Excellent written and oral communication skills.
• Strong problem‑solving ability, ensuring excellent client experience and communication.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does…