Note: The job is a remote job and is open to candidates in USA. Agero, Inc. is a leading provider of digital driver assistance services, dedicated to enhancing vehicle ownership experiences. The Account Operations Associate plays a crucial role in supporting client accounts through service delivery, operational oversight, and issue resolution, while also focusing on process improvement and client satisfaction.
Responsibilities
- Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities
- Own client escalations and questions from intake to resolution, identifying and negotiating solutions with appropriate urgency that deliver top tier service execution and outcomes
- Support clients in understanding and navigating self-service tools to minimize dependency on direct support
- Assist with implementation activities and ongoing execution of service agreements, identifying potential volume and revenue growth opportunities through client feedback and usage patterns to feed into strategic account strategies
- Identify opportunities for solution expansion or additional services by analyzing client needs and feedback
- Collaborate with Account Managers to share potential growth opportunities to be evaluated for account strategies
- Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance
- Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels
- Work with Client Success to proactively communicate with clients
- Own billing invoice reviews, audits, credits, and chargebacks to ensure accuracy for clients and maximize revenue for Agero
- Strategize payment recovery plans for past-due A/R to ensure positive cash flow
- Identify opportunities for improvement to invoicing and credit processes
- Act as the liaison between the Account Team and the Finance department
- Build and maintain dashboards that track key account health metrics and execute client reporting
- Use data analysis tools to provide actionable insights into client behavior to Account Managers and Client success, helping to fine-tune self-service options and optimize client outcomes
- Support internal teams with data gathering and analysis for client business reviews
- Own complex problem solving and solution identification for client escalations and issues, solve issues/escalations to root cause so they do not return, managing the solution through to completion
- Develop aggressive project plans with cross-functional teams to implement solutions
- Responsible for auditing workflows & processes to identify opportunities for improvement, synthesize these ideas to make and gain alignment to recommendations from cross-functional teams
- This includes optimizing one’s own daily tasks and proactively identifying improvements for interconnected processes that impact the team’s overall success
- Partnering with cross functional teams to co-own creating the solution
- Develop an in-depth understanding of the company's product offerings, including features, configurations, and updates
- Serve as an internal resource for Operational, Product, and Support teams
- Build foundational knowledge of industry trends and client-specific needs
- Leverage this understanding to ensure client configurations are delivering and exceeding contractual requirements
Skills
- 2-4 years of experience in client support, customer service, account operations, or related roles
- Demonstrated proficiency with SaaS tools and client operations workflows
- Experience using data tools (e.g., Excel, Google Sheets, or CRM reporting) to track and interpret key metrics
- Proven ability to interpret daily or weekly reports to highlight areas of improvement or success
- Effective Communication: Demonstrates a clear, professional communication style with a customer-first mindset, ensuring information is conveyed accurately to both internal and external stakeholders
- Organizational Agility: Highly organized with strong attention to detail and the ability to manage multiple accounts, conflicting priorities, and administrative tasks effectively
- Data Fluency & Reporting: Capable of navigating reporting tools to monitor performance, identify patterns, and communicate the practical meaning of data to the team
- Continuous Process Improvement: Proactively optimizes personal workflows to increase efficiency while identifying and recommending logical improvements to interconnected team processes that impact overall output and collaboration
- Creative Problem Solving & Resourcefulness: Approaches operational challenges with a solution-oriented mindset, utilizing critical thinking to identify innovative ways to resolve account discrepancies and improve process efficiency
- Collaborative Partnership: Proactive in identifying issues and opportunities, serving as a dependable partner to internal teams (Sales, Product, Support) to achieve shared goals
- Operational Acumen: Comfortable working with operational metrics, contract obligations, and data interpretation to ensure compliance and service standards
Benefits
- Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- 401(k) plan with company match and tuition assistance to support your future goals.
- Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
- Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
Company Overview