Account Manager

This is a high-activity, performance-driven role, where success is defined by the ability to retain accounts, recover past-due balances, and execute consistent outbound engagement across calls, emails, and follow-ups.

The Retention AM is expected to operate with urgency, ownership, and strong commercial instincts to convert at-risk accounts into retained and paying customers, directly impacting revenue protection and business stability.

What You’ll Do

• Drive customer retention efforts by proactively contacting accounts at risk of cancellation and positioning Solera’s value to avoid churn to IDX competitors
• Execute collections strategy by recovering past-due balances and securing payments during customer interactions
• Perform high-volume outbound activity daily, including:

• Calls
• Voicemails
• Email follow-ups

• Maintain structured multi-touch follow-up cadence to prevent cancellations due to non-payment
• Track and manage account status progression (In Progress, Dependent, Collected, No Success)
• Identify root causes for cancellation risk and provide tailored solutions
• Maintain accurate and timely updates in CRM (Salesforce) for all customer interactions
• Collaborate cross-functionally (Billing, CX, Support) to resolve account issues and remove blockers
• Ensure strict adherence to operational processes, SLAs, and activity targets

Performance Expectations (Core Metrics)

Activity Metrics (Minimum Expectations)

~37 calls per day (741 per month)

~26 answered calls per day

~11 voicemail follow-ups per day

~14–15 successful collections per day (~294 monthly)

Effectiveness & Outcome Metrics

Retention Rate: ≥ 98.16% (minimum expectation)

Collections Conversion Rate: ≥ 45%

Payment follow-up completion: ≥ 95%

Case closure within SLA: ≥ 90%

Business Impact Metrics

Revenue retained (MRR / ACV protected)

Number of accounts saved from cancellation

Past-due balance recovery

Pipeline progression from risk → retained

What You’ll Bring

• Experience in account management, retention, collections, or customer success in a high-volume environment
• Strong communication and negotiation skills, with ability to handle objections and influence customer decisions
• Proven ability to work against daily KPIs and activity targets consistently
• High level of organisation and follow-through in managing multiple accounts simultaneously
• Customer-centric mindset with strong problem-solving skills
• Proficiency with CRM tools (Salesforce preferred) and Microsoft Office
• Resilience, adaptability, and results-driven approach

Preferred Qualifications

Bilingual (English & Spanish)

Experience in SaaS, subscription, or automotive/repair industry

Previous exposure to collections or AR environments