Account Operations Associate

Role Description and Mission:

The Account Operations Associate is responsible for supporting a defined portfolio of client accounts through consistent service delivery, strategic operational oversight, and reliable execution. Anchored on optimizing operational accuracy, this role ensures timely issue resolution and facilitates smooth renewal cycles. Serving as a key resource for the Account Management, Client Success and Support teams, the Account Operations Associate ensures seamless coordination across departments to deliver responsive service. Additionally, this position focuses on auditing and enhancing internal workflows, driving continuous process improvement for all functions that impact client satisfaction and retention.

Key Outcomes: 

Account and Commercial Management:

• Client Engagement: 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.
• Revenue Retention: 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.
• Volume Growth Identification: 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.

Operations and Financials:

• Operational Efficiency: 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.
• Financial Health of Accounts: 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.

Reporting, Analytics, and Continuous Improvement:

• Data-Driven Insights: 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.
• Problem Solving: 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.
• Process Improvement: 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.

Product and Industry Knowledge:

• Product Familiarity: 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.
• Industry Awareness: Build foundational knowledge of industry trends and client-specific needs. Leverage this understanding to ensure client configurations are delivering and exceeding contractual requirements.

Skills, Education and Experience:

• 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.

Hiring In:

• United States: Arizona, California, Florida, Georgia, Illinois, Massachusetts, Michigan, New Hampshire, New York State, New Mexico, North Carolina, Tennessee, Virginia

The anticipated closing date to submit applications for this role is August 18th, 2026. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings.