Senior Operations Manager, Accounts (West)

Responsibilities

• 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 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.

Requirements

• 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 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: experience deploying multiple projects in a fast-paced environment.
• Relentless in searching for truth, asking questions, and always seeking to understand a customer's requests.
• Humbly confident and can lead a client meeting and discuss difficult subjects while projecting confidence and trust.
• 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.

Nice-to-Haves

• Experience in the RCM (Revenue Cycle Management) space.
• Prior start-up experience.