Strategic Operations Manager, Accounts

What You'll Do

• Drive client growth through operational optimization and new growth initiatives.
• Drive operational metrics (process throughput, defect rate, etc.).
• Focus on 80% account management and 20% on process improvement/cross-functional initiatives.
• Own the day-to-day management of accounts, prioritize and resolve escalations as they arise, and proactively identify opportunities to improve processes and operations beyond immediate client needs.
• Develop and standardize internal processes, reporting, training and documentation as we scale our customer base by 5-10x over the coming 12 months.
• Ensure the efficient and timely execution of all essential aspects of internal operations projects.
• Engage in cross-functional collaboration with key internal stakeholders, including our Product, Engineering, Billing, Launcher, Account Management, and other Operations teams.
• Contribute to the design and implementation of systems and processes that facilitate scalability and efficiency.
• Breakdown complex, challenging business problems.
• Own execution and outcomes.
• Understand the business in-and-out to be proactive about solving emerging problems.
• Act as the primary point of contact for 12+ accounts representing $1M+ in annual recurring revenue.
• Effectively manage client relationships, ensuring satisfaction and maximizing retention.
• 10-20% travel required.

What You Have

• 3-5 years of experience in consulting, investment banking, or operations at a fast-paced SaaS tech company.
• Experience with SQL + Excel.
• Energized By People: You love interacting with customers and consistently seek to deliver a great customer experience.
• Expertise in project management: You have experience deploying multiple projects in a fast-paced environment. You take pride in being on top of things.
• Truth Seeker: You are relentless in searching for truth, asking questions, and always seeking to understand a customer's requests.
• Project Confidence: You are humbly confident and can lead a client meeting and discuss difficult subjects while projecting confidence and trust.
• Comfort in Chaos: You are comfortable working in an autonomous environment, can expertly prioritize and have a knack for identifying internal and external blockers.
• Demonstrated drive, intellectual curiosity, attention to detail, and a proven record of success.
• Commitment to delivering customer value by thoroughly understanding clients' use cases and aligning them with Commure's best practices.
• Experience working cross-functionally with sales, operations, and engineering teams to address clients' needs and support company objectives.
• Proficiency in documenting and developing best practices to enable incremental improvement for the Implementation team through each new onboarding experience.
• Experience in the RCM (Revenue Cycle Management) space and/or prior start-up experience is a bonus.