Responsibilities

- 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.
- 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
- 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
- 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.
- 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
- 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.

Requirements

- 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
- Fluent in both English and Spanish (written and verbal) — required
- Exposure to digital, SaaS, retail technology, QSR, or restaurant environments preferred
- Strong organizational and project-tracking skills with high attention to detail
- Proficient in MS Excel & PowerPoint and Asana for tracking, analysis, and reporting
- Experience leveraging AI productivity and analytics tools to improve reporting, customer communication, workflow automation, and operational efficiency is strongly preferred.
- Comfortable utilizing modern AI-enabled business tools to support faster decision-making, customer insights, and scalable account management processes.
- Clear written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Collaborative, team-oriented mindset with strong ownership and accountability
- Curious and data-driven, with a desire to learn and continuously improve
- Comfortable working cross-functionally and taking direction from senior leaders
- Preferred: Experience supporting pilots, deployments, or rollouts across multiple locations
- Familiarity with franchise or multi-unit retail operating models
- QSR / Restaurant / Retail experience is a strong plus.

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📌 Operations Account Manager – Bi-Lingual Spanish, English (Colombia)
🏢 Jobtailor
📍 Colombia