{"id":2483179,"url":"https://alion.io/job/solera-account-manager","title":"Account Manager","company":{"id":99637,"name":"Solera","domain":"solera.com","url":"https://alion.io/company/solera","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":82,"ghost_share":0,"stale_share":0.012,"repost_share":0,"time_to_fill_p50_days":119,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T23:29:33Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T04:23:07Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Retention Account Manager\nMexico City (Office) | Solera - Identifix\nWho We Are\nSolera is a global leader in data and software services, driving transformation across the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s most important assets: homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries.\nOur 6,500 team members foster an innovative culture focused on delivering the future through cognitive answers, insights, algorithms, and automation.\nThe Role\nThe Retention Account Manager at Solera plays a critical role in preventing customer churn and protecting recurring revenue, specifically managing accounts at risk of cancellation due to non-payment or competitive displacement (IDX).\nThis 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.\nThe 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.\nWhat You’ll Do\nDrive customer retention efforts by proactively contacting accounts at risk of cancellation and positioning Solera’s value to avoid churn to IDX competitors\nExecute collections strategy by recovering past-due balances and securing payments during customer interactions\nPerform high-volume outbound activity daily, including:Calls\nVoicemails\nEmail follow-ups\n\nMaintain structured multi-touch follow-up cadence to prevent cancellations due to non-payment\nTrack and manage account status progression (In Progress, Dependent, Collected, No Success)\nIdentify root causes for cancellation risk and provide tailored solutions\nMaintain accurate and timely updates in CRM (Salesforce) for all customer interactions\nCollaborate cross-functionally (Billing, CX, Support) to resolve account issues and remove blockers\nEnsure strict adherence to operational processes, SLAs, and activity targets\nPerformance Expectations (Core Metrics)\nActivity Metrics (Minimum Expectations)\n~37 calls per day (741 per month)\n~26 answered calls per day\n~11 voicemail follow-ups per day\n~14-15 successful collections per day (~294 monthly)\nEffectiveness & Outcome Metrics\nRetention Rate: ≥ 98.16% (minimum expectation)\nCollections Conversion Rate: ≥ 45%\nPayment follow-up completion: ≥ 95%\nCase closure within SLA: ≥ 90%\nBusiness Impact Metrics\nRevenue retained (MRR / ACV protected)\nNumber of accounts saved from cancellation\nPast-due balance recovery\nPipeline progression from risk → retained\nWhat You’ll Bring\nExperience in account management, retention, collections, or customer success in a high-volume environment\nStrong communication and negotiation skills, with ability to handle objections and influence customer decisions\nProven ability to work against daily KPIs and activity targets consistently\nHigh level of organisation and follow-through in managing multiple accounts simultaneously\nCustomer-centric mindset with strong problem-solving skills\nProficiency with CRM tools (Salesforce preferred) and Microsoft Office\nResilience, adaptability, and results-driven approach\nPreferred Qualifications\nBilingual (English & Spanish)\nExperience in SaaS, subscription, or automotive/repair industry\nPrevious exposure to collections or AR environments","description_format":"text","description_chars":3562,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management","Automotive Software","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-13T23:29:33Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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