Operations: Key Accounts

About the role

Own account-level performance across usage, turnaround time, request health, and efficiency
Serve as the primary operator and strategic partner for some of our largest customers
Proactively audit, track, and triage problematic records requests before they become bigger issues
Build a strong understanding of each customer's workflow, priorities, and pain points, and translate that into action
Manage our records specialists and establish more programmatic tracking for request health and operational performance
Partner closely with operations and product to relay customer feedback, identify recurring friction points, and improve the customer experience
Hold regular check-ins with key accounts around performance, product feedback, and opportunities to deepen usage

What you’re looking for

A top-tier operator with 2+ years of experience in consulting, banking, customer success, operations, or high-growth startups
Polished and excellent communicator. You will be in constant communication with customers, relaying updates, feedback, and issues both internally and externally
Obsessed with details. This is not solely a big-picture role. You should be able to get into the weeds and pluck said weeds
Highly organized and dependable. You are good at keeping many moving pieces in motion without letting things slip
Technical or technical-adjacent. You should be able to build quick automations, tooling, dashboards, or SQL queries, or be eager to learn how to
Comfortable operating with urgency in high-stakes environments where customers expect responsiveness and follow-through
Energized by ownership. You like being the person who sees the full picture, catches what others miss, and makes things happen