About the RoleAs a Senior Account Operations Manager at Commure + Athelas, you will play a pivotal role in our Operations team, focusing on Revenue-Cycle Management, by working across the whole organization (Product, Eng, Operations, Sales, and Account Management) to define critical business processes. You will have end-to-end ownership - ensuring efficient execution and a seamless onboarding process for clients and driving business metrics and helping lead the team through the next growth phase. This is an incredibly high-visibility, high-impact, high-autonomy role that will quickly expand to cover more and more emergent business problem areas. Successfully navigating and solving our hyper-growth challenges will lead to rapid growth in role and responsibility.
The position is 100% remote for those NOT in the San Francisco Bay Area, but will be fully on-site for those who are local.What You'll Do- Drive client growth through operational optimization and new growth initiatives
- Drive operational metrics (process throughput, defect rate, etc.)
- Develop and standardize internal processes, reporting, training and documentation as we scale our customer base by 5-10x over the coming 12 months
- Ensure the efficient and timely execution of all essential aspects of internal operations projects.
- Engage in cross-functional collaboration with key internal stakeholders, including our 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 be proactive about solving 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
What You Have- 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: You love interacting with customers and consistently seek to deliver a great customer experience
- Comfortable working with data and proficiency in SQL + Excel
- Expertise in project management: You have experience deploying multiple projects in a fast-paced environment. You take pride in being on top of things
- Truth Seeker: You are relentless in searching for truth, asking questions, and always seeking to understand a customer's requests
- Project Confidence: You are humbly confident and can lead a client meeting and discuss difficult subjects while projecting confidence and trust
- Comfort in Chaos: You are comfortable working in an autonomous environment, can expertly prioritize and have a knack for 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
