Operations Manager, Accounts

About the role

The Operations Manager at Commure plays a pivotal role in the Revenue-Cycle Management team. They will work across the organization to define critical business processes, ensuring efficient execution and a seamless client onboarding process. This role is highly visible, impactful, and offers significant autonomy to drive business metrics and solve emerging challenges.

Responsibilities

• Drive client growth through operational optimization and new growth initiatives
• Operationalize metrics such as process throughput, defect rate, etc.
• Own the day-to-day management of accounts, prioritize and resolve escalations, and proactively identify opportunities to improve processes and operations beyond immediate client needs
• Develop and standardize internal processes, reporting, training, and documentation as the customer base scales by 5-10x over the next 12 months
• 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
• Break down 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

Requirements

• 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: love interacting with customers and consistently seek to deliver a great customer experience
• Expertise in project management: experience deploying multiple projects in a fast-paced environment, taking pride in being on top of things
• Truth seeker: relentless in searching for truth, asking questions, and always seeking to understand a customer's requests
• Project confidence: humbly confident, able to lead a client meeting and discuss difficult subjects while projecting confidence and trust
• Comfort in chaos: comfortable working in an autonomous environment, adept at prioritizing and 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 plus