Account Operations Manager

Job Description

We are seeking a detail-oriented and client-focused Account Operations Manager (AOM) to own the operational layer of our client relationships within Authenticx's Post-Sales model. This is an execution role built for someone who thrives on structure, takes pride in airtight documentation, and understands that operational excellence is what allows a high-performing account team to function.

Key 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

Qualifications & Experience

• 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

Preferred Qualifications

• 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