Description
The Senior Account Services Specialist serves as the senior operational authority and escalation point for account lifecycle governance, administrative platform configurations, and channel partner architecture at Brivo.
Operating at the intersection of Revenue Operations, Channel Sales, Legal/Compliance, and Technical Support, this role is responsible for orchestrating high-complexity account operations. Key mandates include vetting and executing reseller mergers and acquisitions, multi-branch restructuring, complex split-billing models, and high-risk platform lifecycle commands. In addition to day-to-day operational execution, the Senior Specialist leads process optimization, trains associate team members, and collaborates cross-functionally to eliminate operational friction across Brivo’s reseller and enterprise ecosystems.
Key Responsibilities
- Act as the lead operational liaison for high-stakes reseller acquisitions, parent-child corporate restructurings, legal entity name transitions, and local office branch rollouts.
- Evaluate, approve, and execute Partner Portal administrative change requests and credential governance, enforcing strict role-based access control and identity validation.
- Maintain data integrity across CRM and downstream billing engines, ensuring complex corporate hierarchies and historical account data remain accurate across organizational transitions.
- Oversee and process high-liability account ownership transfers between dealers, integrators, and enterprise end-users while ensuring all contractual and compliance prerequisites are satisfied.
- Architect and implement complex split-billing setups, auditing multi-tiered billing structures to prevent downstream revenue leakage and invoicing discrepancies.
- Authorize and execute sensitive lifecycle commands across connected hardware devices, including account suspensions, cancellations, reactivations, and field panel deregistrations.
- Direct specialized platform provisioning and configuration for third-party and ecosystem solutions, including activations for Envoy and Central Alarms, alongside Camera Manager subscription deactivations.
- Serve as the Tier-2 escalation point for unresolved or out-of-policy account lifecycle edge cases across Customer Operations and Sales.
- Conduct regular audits of account configuration queues, verifying that operational turnarounds consistently meet or exceed established Service Level Agreements (SLAs).
- Partner with RevOps, Billing Operations, and IT/Engineering to design, test, and document Standard Operating Procedures (SOPs) and automate repetitive workflows.
- Mentor and train junior Account Services team members on compliance protocols, system tools, and fraud/risk detection.
Skills, Knowledge & Expertise
- Experience: 5+ years of operational experience in Account Operations, RevOps, Customer Operations, or SaaS Subscription Provisioning (or 3+ years in a high-performing Account Services Specialist role).
- Domain Expertise: Prior background in B2B SaaS platforms with cloud-connected hardware (IoT), physical security, or recurring subscription billing models.
- Channel Savvy: Deep understanding of two-tier distribution, systems integrators, Value-Added Resellers (VARs), and Managed Service Providers (MSPs).
- Systems Mastery: Advanced proficiency with enterprise CRM and billing/ERP platforms (e.g., Salesforce, HubSpot, NetSuite, Zuora) and modern ticketing systems (e.g., Zendesk, Zoho Desk).
- Risk & Contractual Acumen: Demonstrated capability to review legal assignment forms, acquisition documentation, and M&A notices to validate operational changes safely.
- Analytical & Leadership Skills: Proven track record of improving operational processes, developing SOPs, and cross-training teammates.
Preferred Qualifications:
- Familiarity with physical access control, video surveillance (VSaaS), or physical security industry channels.
- Understanding of channel partner/reseller models (VARs, MSPs, systems integrators).
- Experience assisting with process documentation and building Standard Operating Procedures (SOPs).
Why Work For Us?
Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.
- The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security.
- Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and a Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.
Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.