Retention Account Manager
Mexico City (Office) | Solera – Identifix
Who We Are
Solera is a global leader in data and software services, driving transformation across the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s most important assets: homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries.
Our 6,500 team members foster an innovative culture focused on delivering the future through cognitive answers, insights, algorithms, and automation.
The Role
The Retention Account Manager at Solera plays a critical role in preventing customer churn and protecting recurring revenue, specifically managing accounts at risk of cancellation due to non-payment or competitive displacement (IDX).
This is a high-activity, performance-driven role, where success is defined by the ability to retain accounts, recover past-due balances, and execute consistent outbound engagement across calls, emails, and follow-ups.
The Retention AM is expected to operate with urgency, ownership, and strong commercial instincts to convert at-risk accounts into retained and paying customers, directly impacting revenue protection and business stability.
What You’ll Do
- Drive customer retention efforts by proactively contacting accounts at risk of cancellation and positioning Solera’s value to avoid churn to IDX competitors
- Execute collections strategy by recovering past-due balances and securing payments during customer interactions
- Perform high-volume outbound activity daily, including:
- Calls
- Voicemails
- Email follow-ups
- Maintain structured multi-touch follow-up cadence to prevent cancellations due to non-payment
- Track and manage account status progression (In Progress, Dependent, Collected, No Success)
- Identify root causes for cancellation risk and provide tailored solutions
- Maintain accurate and timely updates in CRM (Salesforce) for all customer interactions
- Collaborate cross-functionally (Billing, CX, Support) to resolve account issues and remove blockers
- Ensure strict adherence to operational processes, SLAs, and activity targets
Performance Expectations (Core Metrics)
Activity Metrics (Minimum Expectations)
~37 calls per day (741 per month)
~26 answered calls per day
~11 voicemail follow-ups per day
~14–15 successful collections per day (~294 monthly)
Effectiveness & Outcome Metrics
Retention Rate: ≥ 98.16% (minimum expectation)
Collections Conversion Rate: ≥ 45%
Payment follow-up completion: ≥ 95%
Case closure within SLA: ≥ 90%
Business Impact Metrics
Revenue retained (MRR / ACV protected)
Number of accounts saved from cancellation
Past-due balance recovery
Pipeline progression from risk → retained
What You’ll Bring
- Experience in account management, retention, collections, or customer success in a high-volume environment
- Strong communication and negotiation skills, with ability to handle objections and influence customer decisions
- Proven ability to work against daily KPIs and activity targets consistently
- High level of organisation and follow-through in managing multiple accounts simultaneously
- Customer-centric mindset with strong problem-solving skills
- Proficiency with CRM tools (Salesforce preferred) and Microsoft Office
- Resilience, adaptability, and results-driven approach
Preferred Qualifications
Bilingual (English & Spanish)
Experience in SaaS, subscription, or automotive/repair industry
Previous exposure to collections or AR environments
Skills Required
- Experience in account management, retention, collections, or customer success in a high-volume environment
- Strong communication and negotiation skills, including objection handling and influencing customer decisions
- Ability to consistently work against daily KPIs and activity targets
- Strong organization and follow-through while managing multiple accounts
- Customer-centric mindset and strong problem-solving skills
- Proficiency with CRM tools, preferably Salesforce, and Microsoft Office
- Resilience, adaptability, and results-driven approach
- Bilingual English and Spanish
- Experience in SaaS, subscription, or automotive/repair industry
- Previous exposure to collections or accounts receivable environments
What We Do
Solera is a leading global provider of integrated vehicle lifecycle and fleet management software-as-a-service, data, and services. Through four lines of business – vehicle claims, vehicle repairs, vehicle solutions and fleet solutions – Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, eDriving/Mentor, Explore, CAP HPI, Autodata, and others. Solera empowers its customers to succeed in the digital age by providing them with a “one-stop shop” solution that streamlines operations, offers data-driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100+ countries. For more information, visit www.solera.com.
