About the position 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.

Responsibilities

• 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
• 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

Nice-to-haves

• Exposure to digital, SaaS, retail technology, QSR, or restaurant environments preferred
• 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

Benefits

• Medical, dental, vision and FSA benefits
• Healthcare and Dependent Care reimbursement programs
• Employee Assistance Program (“EAP”)
• Optum Care 24-hour confidential medical counseling services
• Ten (10) paid holidays per calendar year
• 15 days of PTO in the first 12-months of continuous service, and 22 days in subsequent years
• Eligible part-time employees earn pro-rated PTO
• 401(k) Plan
• College tuition and education assistance programs
• Udemy Learning courses
• Ongoing learning and development opportunities
• Stock Option Plan