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 to define critical business processes, ensuring efficient execution, and driving business metrics.

Responsibilities

• Drive client growth through operational optimization and new growth initiatives
• Operationalize metrics (process throughput, defect rate, etc.)
• Develop and standardize internal processes, reporting, training, and documentation as the customer base scales
• 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 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
• 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 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: Experience deploying multiple projects in a fast-paced environment
• Truth seeker: Relentless in searching for truth, asking questions, and always seeking to understand a customer's requests
• Project confidence: Humble confidence in leading a client meeting and discussing difficult subjects while projecting confidence and trust
• Comfort in chaos: Comfortable working in an autonomous environment, adept at prioritizing, and skilled at 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 bonus

Qualifications

• Education: Bachelor's degree preferred, relevant work experience may substitute for education
• Experience: 3-5 years of experience in consulting, investment banking, or operations at a fast-paced SaaS tech company
• Leadership: Experience leading others in client-facing roles
• Data Proficiency: Proficient in SQL + Excel
• Project Management: Experience deploying multiple projects in a fast-paced environment
• Customer Focus: Energized by people, comfortable working with data, and committed to delivering customer value
• Autonomy: Comfortable working in an autonomous environment, adept at prioritizing, and skilled at identifying internal and external blockers
• Intellectual Curiosity: Demonstrated drive, intellectual curiosity, attention to detail, and a proven record of success
• Experience: Experience in the RCM (Revenue Cycle Management) space and/or prior start-up experience is a bonus