Senior Operations Manager, Accounts (West)

About the role

The Senior Account Operations Manager at Commure + Athelas plays a pivotal role in the Operations team, focusing on Revenue-Cycle Management. This role involves working across various departments including Product, Engineering, Billing, Launcher, Account Management, and Operations to define critical business processes. The position requires end-to-end ownership, ensuring efficient execution and a seamless onboarding process for clients, and driving business metrics.

Responsibilities

• Drive client growth through operational optimization and new growth initiatives
• Operationalize metrics such as process throughput, defect rate, etc.
• Develop and standardize internal processes, reporting, training, and documentation as the customer base scales by 5-10x over the next 12 months
• Ensure 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
• Break down complex, challenging business problems
• Own execution and outcomes
• Understand the business in and out to proactively solve 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
• 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 people: Love interacting with customers and consistently seek to deliver a great customer experience
• Comfortable working with data and proficient in SQL + Excel
• Expertise in project management: Experienced 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: Humble confidence in leading client meetings and discussing 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 + 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 plus