Account Operations Manager

Summary

Authenticx is an enterprise AI company transforming healthcare through conversation intelligence. The Account Operations Manager owns the operational layer of client relationships, including scheduling, coordination, documentation, CRM hygiene, communication, risk monitoring, and support for QBRs and renewal planning.

Responsibilities

• Serve as the primary day-to-day client contact with a same-business-day response SLA across all assigned accounts
• Own all scheduling across the full account lifecycle: weekly syncs, QBRs, insights checkpoints, workshops, internal reviews, and renewal planning syncs
• Lead weekly/biweekly client syncs: own agenda preparation, facilitation, recap documentation, and action item tracking
• Distribute accurate, concise recaps to clients within 24 hours of each sync's conclusion and ensure all action items are logged with owners and due dates
• Own all CRM data entry, record maintenance, activity logs, contact management, and account runbooks (CRM hygiene is a primary responsibility, not a secondary task)
• Log utilization data, adoption KPI updates, opportunity tracking, renewal activity, and risk flags with the discipline and accuracy the account team relies on for pipeline forecasting and strategic decisions
• Monitor day-to-day health signals across the full account load: sentiment shifts, engagement changes, missed meetings, and behavioral anomalies
• Document and escalate risk flags immediately, with commercial risk routed to the Account Director, platform risk to the CSM, and operational risk to both
• Own QBR logistics end-to-end: scheduling, invite management, deck version control, initial slide draft, content coordination with CSM and SRE, and post-QBR action item tracking
• Support renewal planning coordination, workshop logistics, and insights checkpoint scheduling, owning every operational layer around these motions so the SRE and CSM can focus on content and strategy
• Maintain a live task board across all open account commitments, owners, and milestones; surface blockers to the account team early without over-escalating
• Own technical issue routing: ticket tracking, follow-up coordination, client communication, and resolution confirmation

Skills

• 2+ years of experience in a Client Success, Account Management, project coordination, or post-sales role within a SaaS environment
• Demonstrated CRM discipline: experience owning record maintenance, activity logging, and documentation as a standing professional responsibility
• Strong organizational skills with the ability to manage multiple accounts and competing priorities simultaneously without dropping detail
• Client-facing communication experience: comfortable owning day-to-day client contact and writing clear, professional recaps and correspondence
• Proactive risk awareness: able to read a client relationship for health signals and know when and how to escalate
• Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship, now or in the future
• Experience in healthcare, AI, or analytics-driven SaaS solutions
• Familiarity with HubSpot or comparable CRM platforms
• Background in a structured post-sales model with defined role separation between commercial, platform, and operational functions
• Prior experience supporting QBR preparation, executive meeting logistics, or renewal coordination in a client-facing role

Qualifications

Must Haves

• 2+ years of experience in a Client Success, Account Management, project coordination, or post-sales role within a SaaS environment
• Demonstrated CRM discipline: experience owning record maintenance, activity logging, and documentation as a standing professional responsibility
• Strong organizational skills with the ability to manage multiple accounts and competing priorities simultaneously without dropping detail
• Client-facing communication experience: comfortable owning day-to-day client contact and writing clear, professional recaps and correspondence
• Proactive risk awareness: able to read a client relationship for health signals and know when and how to escalate
• Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship, now or in the future

Nice to Haves

• Experience in healthcare, AI, or analytics-driven SaaS solutions
• Familiarity with HubSpot or comparable CRM platforms
• Background in a structured post-sales model with defined role separation between commercial, platform, and operational functions
• Prior experience supporting QBR preparation, executive meeting logistics, or renewal coordination in a client-facing role

Benefits

• For local candidates, this is a hybrid position consisting of remote/virtual work with some on-site (Indianapolis north side) activities at least twice a week
• For non-local candidates, this will be a virtual/remote position with the potential for occasional travel to our Indianapolis office approximately one to two times per year depending on location and the needs of the business