Operations Account Manager-Latin America. (Bi-Lingual Spanish & English)

Hybrid-Mexico-Mexico City

Full Time 40 hours

Position Summary

The Operations Account Manager is a key role within Tillster’s Account Management organization, responsible for supporting the operational execution, reporting, and day-to-day account activities for a portfolio of high-value accounts.

This role works closely with Operations, Procurement, Product & Engineering, Support, and Finance teams to ensure successful delivery of Tillster products and services, high customer satisfaction, and operational excellence across pilots and scaled deployments.

The Operations Account Manager is measured on execution quality, customer responsiveness, operational readiness, and contribution to account health, retention, and growth initiatives.

Primary Objectives

Support high-quality execution of account operations, pilots, and deployments

Maintain accurate reporting, project tracking, and customer communications

Proactively identify risks, blockers, and opportunities within assigned accounts

Build foundational relationships with customer stakeholders and franchisees and support with sales orders and onboarding while transition to delivery services for installation

Leverage AI-enabled tools and automation to improve customer engagement, operational efficiency, reporting accuracy, and identification of revenue growth opportunities.

Key Responsibilities

Account & Customer Support

Serve as a day-to-day operational point of contact for assigned customer accounts, under the direction of a Senior Operations Account Lead

Support regular customer touchpoints (status calls, check-ins, follow-ups) to ensure alignment and satisfaction

Track customer feedback, issues, and action items, and escalate appropriately

Program & Project Execution

Support implementation plans, rollout schedules, and deployment tracking for pilots and large-scale programs

Maintain project plans, trackers, and status update decks for internal and customer use

Coordinate with Operations / Service Delivery teams to track franchisee readiness and installation pipeline

Reporting & Analytics

Prepare weekly customer reports and dashboards (install progress, KPIs, risks, dependencies)

Maintain Customer Relationship Scorecards and operational performance metrics

Utilize AI-driven analytics and reporting tools to identify operational trends, franchisee adoption patterns, customer risks, and expansion opportunities across assigned accounts by highlight business case & ROI.

Support the development of more data-driven Monthly and Quarterly Business Reviews (MBRs/QBRs) through automated insights, predictive reporting, and KPI analysis.

Cross-Functional Collaboration

Work cross-functionally with Operations, Product, Engineering, Support, and Finance to ensure smooth execution and issue resolution

Support internal leadership reporting by consolidating data and insights from assigned accounts

Account Growth Enablement

Assist senior account leaders with account planning activities, including tracking expansion opportunities and new initiatives

Support lifecycle activities such as renewals, feature rollouts, and introduction of new products or offerings

Identify and support revenue growth opportunities within individual franchisee accounts, including upsell and cross-sell initiatives aligned to franchisee operational maturity and adoption stage

Track and report on franchisee-level revenue metrics, including attach rates, product utilization, and incremental growth, escalating insights and risks to senior account leaders to inform strategic account planning

Leverage AI and data insights to proactively identify opportunities for increased product adoption, upsell initiatives, operational improvements, and accelerated revenue growth across franchisee accounts.

Utilize customer usage trends, deployment data, and operational metrics to support more strategic account planning and proactive customer engagement.

Skills & Qualifications

Bachelor’s degree required

5-7 years of direct experience in account management, project management, operations, or program coordination to support large-scale implementation projects