Account Operations Team Lead

The Account Operation Team Lead is responsible for coordinating and overseeing the operational management of customer accounts, ensuring efficient execution of internal and external processes that directly impact the customer experience. This role acts as a bridge between sales, customer success, support, and operations teams to guarantee service continuity, quality, and scalability in account management.

This role involves monitoring team performance, developing strategic customer success plans in collaboration with CSMs and KAMs, and maintaining strong relationships with the the assigned accounts.

This role is open exclusively to contractors based in México City.

Functions:

• Manage communication between customers and internal teams to deliver a seamless experience.
• Lead and coordinate the account operations team, ensuring SLA and KPI compliance.
• Identify operational efficiency opportunities and lead automation or continuous improvement projects.
• Work with Customer Success, Profesional Services and Support teams to resolve complex issues and ensure deliverables are delivered on time and with the expected scope and quality.
• Monitor and analyze account operations metrics and drive improvements.
• Act as an escalation point for incidents or high-impact operational issues.
• Build and maintain strong relationships with the customers to understand their needs and ensure satisfaction.
• Internally escalate incidents, needs or situations that may put the accounts at risk and serve as a point of connection with the other teams or people involved to take action.
• Lead feedback process with detractor and passive customers and work with the rest of the team in an action plan.
• Monitor customer health report and take proactive actions with the operation team to improve customer satisfaction and retention.
• Work with PMs, CSMs, and operational teams to help them prioritize requirements and allocate the necessary resources to each project.
• Ensure that all projects are executed according to plan.
• Lead internal and client status sessions.
• Participate in defining the strategy for assigned accounts and ensure that it is aligned with the tasks executed by the operational team.

Experience and Skills (Qualifications)

• Proven experience in account operations, customer operations, customer success or account management in a SaaS environment.
• +3 years of experience working with Virtual Assistant solutions / Automation of customer service and sales channels with AI.
• 5+ years of experience in a leadership or manager role.
• Strong understanding of SaaS key metrics: ARR, MRR, churn, NRR, retention, and expansion.
• Ability to build and maintain strong relationships (internally and with customers)
• Collaboration and teamwork skills, time management, sense of urgency and prioritization of tasks are critical to the success of this position.
• Listening, presentation and communication skills at all business levels
• Leadership skills to guide, coach, and motivate cross-functional teams.
• Analytical mindset with ability to detect risks and propose data-driven improvements.
• Strategic thinking and focus on results.
• Technical background to manage/oversee IT projects.
• Process-oriented with a continuous improvement mindset.
• Ability to solve problems and propose solutions.
• Project Management (Advanced)
• Operation of Customer Success & PM tools (Advanced)

Education

• Bachelor's degree in Business, Marketing, Communication or a related field (Master's degree preferred).

Certification & Licenses

• Project Management (not excluding), Customer Success Certification (not excluding)

What We Offer

• Opportunity to work in a multicultural company with colleagues and clients from different countries.
• Work in a position with high visibility and growth opportunities
• Flexible schedule
• Birthday day off
• Anniversary days
• Experience an exceptional working environment