Senior Operations Manager, Accounts

ZipRecruiter; Mountain View (CA); Remote; USD 100,000 - 160,000; Full time

Job summary

A leading tech company in healthcare is seeking a Senior Account Operations Manager to enhance client relations and operational processes. This pivotal role will facilitate growth in revenue and ensure client satisfaction while working in a dynamic, innovative environment. Ideal candidates should possess substantial experience in SaaS operations, emphasizing project management and client engagement.

Benefits

Flexible PTO

Medical benefits

Dental and vision insurance

Maternity and paternity leave

Qualifications

• 3-5 years of experience in a SaaS tech company.
• Experience in client-facing roles.
• Ability to lead and work cross-functionally.

Responsibilities

• Drive operational metrics and optimize processes.
• Engage with multiple teams to scale operations and improve efficiency.
• Act as primary contact for complex client accounts.

Skills

Data analysis

Client relationship management

Project management

Operational metrics optimization

Education

Bachelor's degree

Tools

SQL

Excel

Job description

Job DescriptionJob Description

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care.

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

As a Senior Account Operations Manager at Commure + Athelas, 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, but we highly prefer candidates in Central and Eastern Time Zones.

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

What You Have

• 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 + Athelas' 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

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector.

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil.

• Incredible Growth: Prior to our merger, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly.

• Competitive Benefits: Flexible PTO (pending specific geographical locations) , medical, dental, vision, maternity and paternity leave. Note that benefits are subject to change and may vary based on jurisdiction.

Commure + Athelas 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.

Compensation Range: $100K - $160K