Account Operations Associate

About Agero

Wherever drivers go, we're leading the way. Agero's mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients' relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we're pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected.

This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually.

Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit

Note:
For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.

The Account Operations Associate is responsible for supporting a defined portfolio of client accounts through consistent service delivery, strategic operational oversight, and reliable execution. Anchored on optimizing operational accuracy, this role ensures timely issue resolution and facilitates smooth renewal cycles. Serving as a key resource for the Account Management, Client Success and Support teams, the Account Operations Associate ensures seamless coordination across departments to deliver responsive service.

Additionally, this position focuses on auditing and enhancing internal workflows, driving continuous process improvement for all functions that impact client satisfaction and retention.

• Client Engagement: Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities. Own client escalations and questions from intake to resolution, identifying and negotiating solutions with appropriate urgency that deliver top tier service execution and outcomes. Support clients in understanding and navigating self-service tools to minimize dependency on direct support.
• Revenue Retention: Assist with implementation activities and ongoing execution of service agreements, identifying potential volume and revenue growth opportunities through client feedback and usage patterns to feed into strategic account strategies.
• Volume Growth Identification: Identify opportunities for solution expansion or additional services by analyzing client needs and feedback. Collaborate with Account Managers to share potential growth opportunities to be evaluated for account strategies.

• Operational Efficiency: Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance. Work closely with internal teams to identify areas for improvement and accelerate any issues that may impact service levels. Work with Client Success to proactively communicate with clients.
• Financial Health of Accounts: Own billing invoice reviews, audits, credits, and chargebacks to ensure accuracy for clients and maximize revenue for Agero. Strategize payment recovery plans for past-due A/R to ensure positive cash flow. Identify opportunities for improvement to invoicing and credit processes. Act as the liaison between the Account Team and the Finance department.

• Data-Driven Insights: Build and maintain dashboards that track key account health metrics and execute client reporting. Use data analysis tools to provide actionable insights into client behavior to Account Managers and Client success, helping to fine-tune self-service options and optimize client outcomes. Support internal teams with data gathering and analysis for client business reviews.
• Problem Solving: Own complex problem solving and solution identification for client escalations and issues, solve issues/escalations to root cause so they do not return, managing the solution through to completion. Develop aggressive project plans with cross-functional teams to implement solutions.
• Process Improvement: Responsible for auditing workflows & processes to identify opportunities for improvement, synthesize these ideas to make and gain alignment to recommendations from cross-functional teams. This includes optimizing one's own daily tasks and proactively identifying improvements for…