Note: The job is a remote job and is open to candidates in USA. Authenticx is an enterprise AI company transforming healthcare through conversation intelligence. The Account Operations Manager owns the operational layer of post-sales client relationships, including scheduling, coordination, documentation, CRM hygiene, risk monitoring, and communication. The role supports account teams by coordinating QBRs, renewals, workshops, technical issue routing, and day-to-day client operations.
Responsibilities
- Serve as the primary day-to-day client contact with a same-business-day response SLA across all assigned accounts
- Own all scheduling across the full account lifecycle: weekly syncs, QBRs, insights checkpoints, workshops, internal reviews, and renewal planning syncs
- Lead weekly/biweekly client syncs: own agenda preparation, facilitation, recap documentation, and action item tracking
- Distribute accurate, concise recaps to clients within 24 hours of each sync's conclusion and ensure all action items are logged with owners and due dates
- Own all CRM data entry, record maintenance, activity logs, contact management, and account runbooks (CRM hygiene is a primary responsibility, not a secondary task)
- Log utilization data, adoption KPI updates, opportunity tracking, renewal activity, and risk flags with the discipline and accuracy the account team relies on for pipeline forecasting and strategic decisions
- Monitor day-to-day health signals across the full account load: sentiment shifts, engagement changes, missed meetings, and behavioral anomalies
- Document and escalate risk flags immediately, with commercial risk routed to the Account Director, platform risk to the CSM, and operational risk to both
- Own QBR logistics end-to-end: scheduling, invite management, deck version control, initial slide draft, content coordination with CSM and SRE, and post-QBR action item tracking
- Support renewal planning coordination, workshop logistics, and insights checkpoint scheduling, owning every operational layer around these motions so the SRE and CSM can focus on content and strategy
- Maintain a live task board across all open account commitments, owners, and milestones; surface blockers to the account team early without over-escalating
- Own technical issue routing: ticket tracking, follow-up coordination, client communication, and resolution confirmation
Skills
- 2+ years of experience in a Client Success, Account Management, project coordination, or post-sales role within a SaaS environment
- Demonstrated CRM discipline: experience owning record maintenance, activity logging, and documentation as a standing professional responsibility
- Strong organizational skills with the ability to manage multiple accounts and competing priorities simultaneously without dropping detail
- Client-facing communication experience: comfortable owning day-to-day client contact and writing clear, professional recaps and correspondence
- Proactive risk awareness: able to read a client relationship for health signals and know when and how to escalate
- Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship, now or in the future
- Experience in healthcare, AI, or analytics-driven SaaS solutions
- Familiarity with HubSpot or comparable CRM platforms
- Background in a structured post-sales model with defined role separation between commercial, platform, and operational functions
- Prior experience supporting QBR preparation, executive meeting logistics, or renewal coordination in a client-facing role
Benefits
- For local candidates, this is a hybrid position consisting of remote/virtual work with some on-site (Indianapolis north side) activities at least twice a week
- For non-local candidates, this will be a virtual/remote position with the potential for occasional travel to our Indianapolis office approximately one to two times per year depending on location and the needs of the business
Company Overview