Client Operations Manager

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
TigerConnect is currently seeking a Client Operations Manager who will lead us through the next phase of growth by owning productivity, scalable process, and execution across client success and operations functions. This high impact operational role will be responsible for developing and driving key strategic and operational initiatives to improve client success effectiveness and efficiency, as well as analyzing and reporting on client success productivity. This role is critical to supporting the long-term client success strategy and business transformation across TigerConnect.
As part of the Revenue Operation team, your primary focus will be to design, build and launch programs, processes, and tools to improve operational effectiveness and enable client success delivery and measurement throughout the client lifecycle. The ideal candidate thrives in a fast-paced environment, has a passion for providing world-class client experiences and enjoys driving high-impact initiatives that lead to highly satisfied clients.
What You'll Be Doing:

• Collaborate with leaders throughout the company to develop long-term operational plans that improve the customer experience and drive operational efficiency and increased productivity.
• Actively participate in crafting key operational updates for CS leadership, executive leadership team, cross functional teams, and external audiences
• Track and analyze CS leading and lagging indicators
• Leverage tools to operationalize bi-annual NPS survey
• Implement processes to help the CS team track at-risk renewals, implement playbooks for CSMs to address them, and help facilitate a path to escalation
• Work cross-functionally with Sales, Revenue Operations, Finance and other key business units to ensure alignment of CS strategy and direction
• Build the operating cadence, including performance metrics dashboards, reviews and QBRs
• Identify key opportunities for improvement through data analysis and insights and provide recommendations to CS leadership to accelerate growth
• Assists with development of dashboards and monitoring tools for the CS organization

What You Bring:

• 3+ years of work experience in client or strategic CSM roles
• 3+ years of experience in SaaS B2B company
• Strong knowledge of Salesforce and Gainsight
• Excellent analytical skills to compile large amounts of data into an understandable format for decision-making
• Strong ability to work effectively cross-functionally
• Experience defining, refining, and implementing processes, procedures, and policies
• Effective organizational, multi-tasking and time management skills
• Expert at Salesforce, CRM management, and associated sales enablement tools
• Bachelor's Degree in Business Administration or related field; Advanced degrees in Business or Analytics preferred

Perks & Benefits We Offer:

• Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California complete with a loaded fridge and tons of other perks
• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
• Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
• Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
• LinkedIn Learning License for you to continue self-paced learning
• Flexible time off policy for salaried employees with no limit on the number of days off

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.