• 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