Senior Operations Manager, Account Operations

About the role

This position focuses on optimizing revenue cycle management and client onboarding within our rapidly expanding company. You will collaborate across departments to refine essential business operations, ensuring efficient client integration and driving key performance indicators. This is a high-visibility role offering significant autonomy and the chance to shape future business processes.

Key facts

What you'll do

• Advance client success through operational enhancements and new growth strategies.
• Track and improve operational performance metrics, such as process speed and error rates.
• Establish and refine internal procedures, reporting, training materials, and documentation to support substantial customer base expansion over the next 12 months.
• Oversee the effective and timely completion of core internal operational projects.
• Partner with Product, Engineering, Billing, Launcher, Account Management, and other Operations teams to achieve shared goals.
• Contribute to the creation and deployment of systems and processes that promote scalability and efficiency.
• Analyze and resolve complex business challenges.
• Take ownership of project execution and outcomes.
• Proactively identify and address emerging issues by developing a deep understanding of the business.
• Serve as the primary contact for our largest and most complex clients, representing $1.2 - $1.5 million in annual recurring revenue.
• Manage client relationships to ensure satisfaction and maximize retention.
• Support junior team members by acting as an escalation point for their client issues.

Requirements

• 3-5 years of experience in consulting, investment banking, or operations at a high-growth SaaS technology company.
• Experience managing and guiding individuals in client-facing capacities.
• A strong inclination for customer interaction and a commitment to delivering excellent customer experiences.
• Proficiency in data analysis, including SQL and Excel.
• Demonstrated expertise in project management, with a history of successfully launching multiple projects in dynamic settings.
• A persistent drive to uncover the truth, ask clarifying questions, and fully understand client needs.
• The ability to confidently lead client discussions and address challenging topics with assurance.
• Comfort working autonomously, with a strong capacity for prioritization and identifying obstacles.
• A proven track record of drive, intellectual curiosity, meticulous attention to detail, and successful outcomes.
• A dedication to understanding client use cases and aligning them with best practices to deliver value.
• Experience collaborating with Sales, Operations, and Engineering teams to meet client needs and company objectives.
• Skill in documenting and developing best practices to improve the onboarding process for future clients.

Nice to have

• Prior experience in Revenue Cycle Management (RCM).
• Previous experience working in a startup environment.

Skills & tools

• SQL
• Excel

Practical notes

• This role requires 10-20% travel.
• All official company communications will come from email addresses ending in @commure.com.
• Employees are expected to adhere to information security policies, including protecting company assets and reporting security events. This commitment will be attested to annually.