Drive client growth through operational optimization and new growth initiatives
Drive operational metrics (process throughput, defect rate, etc.)
Focus on 80% account management and 20% on process improvement/cross-functional initiatives
Own the day-to-day management of accounts, prioritize and resolve escalations as they arise, and proactively identify opportunities to improve processes and operations beyond immediate client needs.
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 12+ accounts representing $1M+ in annual recurring revenue
Effectively manage client relationships, ensuring satisfaction and maximizing retention.
5-10% travel required

3-5 years experience in consulting, investment banking, or operations at a fast-paced SaaS tech company
Experience with SQL + Excel
Energized By People: You love interacting with customers and consistently seek to deliver a great customer experience
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'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 bonus

Strategic Operations Manager, Accounts

Key skills