Senior Account Operations Manager

Emploi pas sur LinkedIn

🕒 il y a 13 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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Sift

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2011

🔒 Cybersecurity

💳 Fintech

☁️ SaaS

Cybersecurity • Fintech • SaaS

Sift est un leader de l'industrie dans la gestion de la fraude numérique, offrant des solutions robustes basées sur l'intelligence artificielle pour lutter contre diverses formes de fraude en ligne telles que les prises de contrôles de comptes, les fraudes de paiement et les rétrofacturations. Avec une plateforme évolutive, Sift permet aux entreprises de sécuriser leurs opérations grâce à des technologies de prise de décision avancées et de détection de fraude. Leur plateforme est approuvée par plus de 700 marques mondiales, fournissant des informations précises et détaillées au niveau de l'utilisateur, transformant les défis de la fraude en opportunités de croissance évolutive. Sift met l'accent sur l'importance des partenariats et d'une forte communauté pour améliorer leur service de décision anti-fraude, favorisant un développement commercial sécurisé dans divers secteurs comme le e-commerce, la fintech et le voyage. De plus, Sift est reconnu pour ses perspectives et ses travaux de leader dans l'industrie de la fraude, incluant des capacités telles que la protection des paiements, la défense des comptes et la gestion des litiges.

Description

• Own a portfolio of customer accounts and act as the main commercial point of contact for unmanaged and scaled accounts, ensuring a smooth, timely, and predictable renewal experience. • Manage the full renewal cadence, including internal health checks, usage-to-contract review, support ticket review, customer outreach, renewal recommendations, renewal drafting, and signature path management. • Drive timely renewals and protect net retention of customer CARR through disciplined forecasting, proactive outreach, risk identification, and clear close plans. • Maintain strong account hygiene in Salesforce, including opportunity stages, close dates, forecast amounts, notes, contacts, and other fields required for reporting and executive visibility. • Manage the end-to-end quote-to-cash process for your book of business, from account review and commercial discovery through quoting, order form generation, negotiation support, signature routing, and opportunity close. • Support quote creation and order form generation in alignment with Sift pricing, discounting, and approvals policies. • Partner with Deal Desk, Legal, RevOps, Finance, and Sales to streamline customer contracting, standardize legacy terms where possible, and reduce friction in the renewal and amendment process. • Prepare and route agreements through DocuSign or similar signature tools and actively manage documents to on-time execution. • Help customers navigate product-related questions and operational needs by directing them to the right resources, including Customer Support and Professional Services when appropriate. • Develop and maintain a strong working knowledge of Sift products, product changes, roadmap themes, and customer configurations so you can explain relevant developments clearly and connect customers to the right next step. • Use product usage, contract structure, and account context to identify renewal risk, optimization opportunities, and appropriate recommendations, including services opportunities where they can improve customer outcomes. • Improve how Sift manages accounts at scale by introducing better tooling, automation, playbooks, and AI-assisted workflows for health reviews, outreach, summaries, contract comparison, and prioritization. • Help evolve customer health approaches and manual account management processes into more standardized, scalable operating models. • Provide structured feedback to internal teams on customer trends, pricing and packaging patterns, product adoption, and friction points that affect retention and customer experience. • Participate in testing and QA of new tools and workflows that impact customer renewals, account management, and operational effectiveness.

🎯 Exigences

• Bachelor’s degree preferred; equivalent experience will also be considered. • 5+ years of experience in account operations, renewals, deal desk, sales operations, customer commercial operations, or a similar role, ideally in B2B SaaS. • Demonstrated experience managing the full customer renewal or commercial lifecycle, including quoting, order forms, contract execution, forecasting, and opportunity close. • Strong working knowledge of SaaS commercial constructs, including subscriptions, usage-based pricing, order forms, amendments, MSAs, and renewal processes. • Hands-on experience in Salesforce and strong discipline around data hygiene, account records, opportunity management, and reporting support. • Strong written and verbal communication skills, with the ability to explain product, commercial, and process concepts clearly to customers and internal stakeholders. • Proven ability to work cross-functionally with Support, Professional Services, Sales, Customer Success, Deal Desk, Legal, RevOps, Finance, and Product. • Comfort working with product usage data, APIs, account health signals, and customer configuration details to inform strategy and outreach. • Strong systems orientation and enthusiasm for AI-driven process improvement, workflow automation, and scalable operating models.

🏖️ Avantages

• Health insurance • Professional development opportunities • Remote work options