Senior Operations Manager, Account Operations

Role Description

As a Senior Account Operations Manager at Commure, 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

Qualifications

• 3-5 years 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'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

Company Description

Commure is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com, @commure.com or @augmedix.com. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.