Manager, Account Management - Winbacks / Mexico City – Mitikah
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our 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 uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.
The Role
Manager, Account Management – Winbacks
We are seeking an experienced Manager, Account Management to lead our SaaS winback function in Mexico. This role manages a team of Account Managers responsible exclusively for re-engaging customers who have discontinued Solera SaaS products within a 90-day winback timeframe and successfully reinstating their services.
You will be accountable for team performance, winback strategy execution, and cross-functional collaboration to remove barriers to customer reactivation. This is a hands-on leadership role in a fast-paced SaaS environment where execution, empathy, and consistency drive success.
What You’ll Do
Team Leadership & Coaching
- Lead, coach, and develop a team of Account Managers focused solely on 90-day customer winbacks.
- Set clear expectations around daily outreach, SLAs, activity levels, and winback conversion targets.
- Conduct regular coaching sessions, call reviews, and performance evaluations to drive improvement.
- Build a resilient, customer-centric, and results-driven team culture.
Winback Strategy & Execution
- Own team-level winback goals for customers churned within the last 90 days.
- Oversee outreach strategies designed to re-engage recently churned SaaS customers.
- Ensure consistent understanding and application of churn reason analysis and objection handling.
- Act as an escalation point for complex or high-risk winback conversations.
Performance Management & Reporting
- Track and analyze KPIs including winback rate, time-to-reactivation, activity volume, and SLA adherence.
- Identify trends in churn drivers and implement targeted action plans.
- Maintain accurate forecasting and reporting of winback pipelines and outcomes.
- Hold the team accountable to required daily metrics and outbound activity standards.
Customer & Cross-Functional Collaboration
- Support re-establishment of relationships with key stakeholders at customer accounts when needed.
- Partner closely with Customer Success, Billing, Operations, Support, and Product teams to resolve issues preventing reactivation.
- Oversee winback processing and contract amendments to ensure accuracy and timeliness.
Operational Excellence & Continuous Improvement
- Improve winback workflows, messaging, and playbooks specific to the 90-day lifecycle.
- Identify process gaps and recommend improvements to tools and systems.
- Assist with additional objectives and projects as business needs evolve.
What You’ll Bring
- 3+ year experience in a sales or account management leadership role, preferably in SAAS.
- Demonstrated success leading customer winback or churn recovery motions.
- Strong coaching and performance management skills.
- Strong organizational and time management skills; able to prioritize and execute in a fast-paced, high-volume environment.
- Familiarity with KPI reporting, SLA tracking, and using performance dashboards.
- Resilient, optimistic mindset with the ability to lead in high-pressure environments.
- Analytical and data-driven approach to decision-making.
- Willingness to share insights and best practices to drive team success.
- Advanced proficiency in English and Spanish (verbal and written).
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.