- Drive client growth through operational optimization and new growth initiatives
- Drive operational metrics (process throughput, defect rate, etc.)
- Focus on 80% account management and 20% on process improvement/cross-functional initiatives
- Own the day-to-day management of accounts, prioritize and resolve escalations as they arise, and proactively identify opportunities to improve processes and operations beyond immediate client needs
- 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 12+ accounts representing $1M+ in annual recurring revenue
- Effectively manage client relationships, ensuring satisfaction and maximizing retention
Project ManagementSQLMicrosoft Excel