Senior Operations Manager, Account Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Propel client growth by enhancing operational efficiency and initiating new growth strategies.

• Monitor operational metrics such as process throughput and defect rates.

• Create and standardize internal processes, reporting, training, and documentation to accommodate a 5-10x increase in our customer base over the next 12 months.

• Guarantee the efficient and timely execution of all critical internal operations projects.

• Collaborate with key internal stakeholders across various functions, including Product, Engineering, Billing, Launcher, Account Management, and other Operations teams.

• Take part in the design and implementation of systems and processes that enhance scalability and efficiency.

• Deconstruct complex and challenging business issues.

• Own the execution and outcomes of projects.

• Acquire a deep understanding of the business to proactively address emerging challenges.

• Serve as the primary contact for our largest and most complex accounts, generating $1.2 - $1.5M in annual recurring revenue.

• Effectively nurture client relationships to ensure satisfaction and maximize retention.

• Assist junior team members in managing their client relationships by serving as an escalation point as required.

• Travel required: 10-20%.

⛳️ Requirements

• 3-5 years of experience in consulting, investment banking, or operations within a fast-paced SaaS tech environment.

• Proven experience in leading teams in client-facing roles.

• Energized by People: You enjoy engaging with customers and are dedicated to providing an exceptional customer experience.

• Proficient in data analysis with strong skills in SQL and Excel.

• Expertise in project management: You have successfully managed multiple projects in a dynamic environment and take pride in maintaining oversight.

• Truth Seeker: You are committed to uncovering the truth, asking insightful questions, and striving to comprehend customer requests fully.

• Project Confidence: You exhibit humble confidence, effectively leading client meetings and addressing challenging topics while instilling trust.

• Comfort in Chaos: You thrive in autonomous settings, excel at prioritizing tasks, and possess a talent for identifying both internal and external obstacles.

• Demonstrated ambition, intellectual curiosity, attention to detail, and a solid track record of success.

• A commitment to delivering customer value by thoroughly understanding client use cases and aligning them with Commure + Athelas' best practices.

• Experience working collaboratively with sales, operations, and engineering teams to meet client needs and support organizational objectives.

• Proficient in documenting and developing best practices to facilitate continuous improvement for the Implementation team during each onboarding process.

• Experience in the Revenue Cycle Management (RCM) field and/or prior start-up experience is advantageous.

🏝️ Benefits

• Offers Equity