layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Operations Account Manager-Americas. (Bi-Lingual Spanish & English) at Tillster | LAYIQ

Account & Customer Support
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
Program & Project Execution
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
Reporting & Analytics
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.
Cross-Functional Collaboration
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
Account Growth Enablement
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.
Skills & Qualifications
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
Exposure to digital, SaaS, retail technology, QSR, or restaurant environments preferred
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
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
Growth Path
This role is designed as a feeder position into Senior Operations Account Lead roles, with progression based on:
Demonstrated ownership of accounts and programs
Strong execution and customer satisfaction outcomes
Ability to independently manage increasingly complex accounts and initiatives
Pay and Benefits (USA)
Expected base salary ranges of $105,000 - $125,000+
Bonus/Commission
Total starting compensation will be determined based on all lawful criteria, Company policy and best practices.
Equity: All employees within the U.S. are eligible to participate in the Stock Option Plan.
Health Benefits: All full-time, regular employees and their dependents are eligible for medical, dental, vision and FSA benefits. Additional health benefits include Healthcare and Dependent Care reimbursement programs, Employee Assistance Program (“EAP”) and Optum Care 24-hour confidential medical counseling services.
Holidays: The company observes ten (10) paid holidays per calendar year.
Paid Time Off (PTO): Full-time, regular employees earn 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.
Retirement: Effective with your employment start date, you will be eligible to participate in the 401(k) Plan.
Education, Learning & Development: We offer college tuition and education assistance programs; Udemy Learning courses; and ongoing learning and development opportunities.
Making a Difference in the Tillster Way
Our business and product mission is to empower restaurants and consumers globally; by empowering, supporting, and nurturing the people who are part of the global Tillster team. We are committed to fostering an inclusive and diverse work environment where every team member is respected, empowered, and encouraged to grow. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.
Follow us on: Tillster: https://www.tillster.com/
Tillster Careers: https://www.tillster.com/careers
LinkedIn: https://www.linkedin.com/company/tillster/
Tillster is proudly an Equal Opportunity Employer
No Visa Sponsorship
Principals only – no Agencies or calls please
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Tillster cares about the safety of all our employees—even those we’ve yet to hire
RECRUITMENT FRAUD WARNING
We want to help you stay safe during your job search. Tillster will never: Request personal/financial information during recruitment
Require payment or fees
Ask for sensitive PII before a formal job offer
Collect information via email or phone (only through secure channels)
Extend offers without in-person or virtual interviews
Red flags: All official communications come from @ tillster.com addresses only
Suspicious activity?
Report immediately to Tillster HR, Legal, or Cyber Security teams.
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Operations Account Manager-Americas. (Bi-Lingual Spanish & English)

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