Senior Operations Manager, Enterprise Implementation and Accounts

About the role

This position focuses on managing client implementations and ongoing account success within our Revenue Cycle Management operations. You will collaborate across departments to refine business processes, ensuring smooth client onboarding and driving key performance indicators. This is a highly visible role offering significant autonomy and potential for rapid growth as you tackle complex challenges in a hyper-growth environment.

Key facts

What you'll do

• Oversee client onboarding and internal operational projects from start to finish, ensuring timely and effective completion.
• Enhance client growth through operational improvements and new strategic initiatives.
• Serve as the main point of contact for our most significant and intricate client accounts.
• Cultivate strong client relationships, focusing on satisfaction and long-term retention.
• Support junior team members by acting as an escalation point for client issues.
• Partner with Product, Engineering, Sales, Account Management, Billing, and other Operations teams to deliver an excellent customer journey.
• Manage the entire project lifecycle, ensuring high-quality onboarding and continuous improvement of core metrics.
• Track and enhance operational metrics such as process throughput and defect rates.
• Develop and formalize internal processes, reporting, training, and documentation to support 5-10x customer base expansion over the next year.
• Contribute to the design and implementation of scalable and efficient systems and processes.

Requirements

• A minimum of 6 years of experience in consulting, investment banking, or operations within a fast-paced SaaS technology company.
• Proficiency in working with data, including SQL and Excel.
• Demonstrated expertise in project management, with a track record of successfully deploying multiple projects in dynamic settings.
• A strong inclination for customer interaction and a commitment to providing exceptional customer experiences.
• A persistent drive to uncover the truth, ask clarifying questions, and fully understand client needs.
• The ability to confidently lead client meetings and discuss complex topics with professionalism.
• Comfort working independently, prioritizing tasks effectively, and identifying and resolving internal and external obstacles.
• Evidence of strong drive, intellectual curiosity, meticulous attention to detail, and a history of achieving results.
• A dedication to delivering client value by deeply understanding their use cases and aligning them with Commure's best practices.
• Experience collaborating with Sales, Operations, and Engineering teams to meet client requirements and company goals.
• Skill in documenting and creating best practices to drive incremental improvements for the Implementation team with each new client onboarding.

Nice to have

• Experience in Revenue Cycle Management (RCM).

Skills & tools

• SQL
• Excel
• Retool
• Google Suite

Practical notes

• This role is fully remote for individuals not located in the San Francisco Bay Area. For those in the Bay Area, the role will be on-site.
• All official communications will originate from email addresses ending in @commure.com.
• Employees are expected to adhere to the organization's information security policies, including protecting company assets and reporting any security concerns. This attestation is required upon hire and annually.