Operations Manager, Accounts

About the role

In this position, you will play a crucial role within the Operations team, focusing on Revenue Cycle Management. Your primary responsibility will be to establish and refine essential business processes throughout the organization. This role demands full accountability from the execution phase to client onboarding, while also driving key business metrics. It is a prominent and impactful position that offers a high degree of autonomy and the potential for significant professional growth as you tackle challenges associated with rapid expansion.

Key facts

What you'll do

• Spearhead initiatives aimed at enhancing client expansion through operational advancements and innovative strategies.
• Focus on improving operational metrics, including process efficiency and defect rates, to ensure optimal performance.
• Allocate approximately 80% of your time to managing accounts while dedicating the remaining 20% to process enhancements and cross-departmental projects.
• Oversee daily account management activities, addressing escalations and proactively identifying opportunities for operational improvements that extend beyond the immediate needs of clients.
• Create and standardize internal processes, reporting frameworks, training materials, and documentation to facilitate a projected 5-10x increase in customer base over the next year.
• Guarantee the effective and timely execution of internal operational projects to meet business objectives.
• Collaborate with various internal teams, including Product, Engineering, Billing, Launcher, Account Management, and other Operations divisions, to ensure cohesive operations.
• Participate in the design and implementation of scalable and efficient systems and processes that support business growth.
• Analyze and simplify complex business challenges to develop actionable solutions.
• Take ownership of project execution and the resulting outcomes, ensuring alignment with business goals.
• Maintain a comprehensive understanding of the business landscape to proactively identify and address emerging issues.
• Act as the primary contact for over 12 accounts, collectively generating more than $1 million in annual recurring revenue.
• Cultivate and manage client relationships to ensure satisfaction and enhance retention rates.
• Be prepared to travel 10-20% of the time as needed for client engagements and meetings.

Requirements

• A minimum of 3-5 years of experience in consulting, investment banking, or operations within a dynamic SaaS technology environment.
• A passion for customer interaction and a commitment to delivering exceptional customer experiences.
• Proven expertise in project management, with a track record of successfully managing multiple projects in a fast-paced environment.
• A relentless approach to seeking information, asking pertinent questions, and comprehending customer requests thoroughly.
• A humble yet confident demeanor when leading client meetings and addressing challenging topics with trust and transparency.
• Ability to work independently, effectively prioritize tasks, and identify both internal and external obstacles.
• A demonstrated history of drive, intellectual curiosity, attention to detail, and a successful track record in previous roles.
• A strong commitment to delivering value to customers by understanding their use cases and aligning them with industry best practices.
• Experience collaborating cross-functionally with sales, operations, and engineering teams to fulfill client requirements and achieve company objectives.
• Proficiency in documenting and developing best practices to support the continuous improvement of the Implementation team.

Nice to have

• Familiarity with Revenue Cycle Management (RCM) practices or previous experience in a startup environment.
• Additional experience in customer success or account management roles.
• Knowledge of industry-specific regulations and compliance standards.

Skills & tools

• Proficient in SQL for data analysis and reporting.
• Advanced skills in Excel for data manipulation and presentation.

Practical notes

• All official communications will be conducted through email addresses ending in @commure.com.
• Employees are required to comply with information security policies, which include safeguarding company assets and reporting any security risks. These obligations will be confirmed upon hiring and reviewed annually.

About the company

Commure is a healthcare technology company that provides an operating system for healthcare, enabling health systems to build and deploy applications on a unified platform.