Account Manager
At a glance
Manager-level Account Management role at Solera. Mitikah · full-time.
Pay not stated Account Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Contact accounts facing cancellation and make the case for staying rather than switching to IDX competitors
- Collect overdue balances by securing payment during customer conversations
- Use calls, voicemails and email follow-ups to keep at-risk accounts engaged
- Diagnose cancellation risks, offer tailored fixes and coordinate with Billing, CX and Support to clear issues
- Update Salesforce with account progress and interactions, following required processes, service levels and activity goals
What you bring
- You have worked in account management, retention, collections or customer success in a high-volume setting
- You can negotiate, address objections and influence customer decisions through clear communication
- You consistently meet daily activity measures and manage several accounts with strong follow-through
- You are comfortable with CRM systems, preferably Salesforce, and Microsoft Office
Who this fits
This role suits someone who is comfortable with frequent outbound customer contact, collections conversations and performance targets. It is an office-based position in Mexico City.
From the employer
Retention Account Manager
Mexico City (Office) | Solera – Identifix
Who We Are
Solera 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.
Our 6,500 team members foster an innovative culture focused on delivering the future through cognitive answers, insights, algorithms, and automation.
The Role
The 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).
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
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