Senior Operations Manager, Account Operations

What You'll Do

• Drive client growth through operational optimization and new growth initiatives
• Drive operational metrics (process throughput, defect rate, etc.)
• 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 our largest and most complex accounts, representing $1.2 - $1.5M in annual recurring revenue
• Effectively manage client relationships, ensuring satisfaction and maximizing retention
• Help junior members of the team manage their relationships by acting as an escalation point for their clients as needed
• 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 leading others in client-facing roles
• Energized By People: You love interacting with customers and consistently seek to deliver a great customer experience
• Comfortable working with data and proficiency in SQL + Excel
• 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 + Athelas' 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