Director, ARO Operations

About the Role

Impact you will make

The Director, ARO Operations is an instrumental leader within the AR Optimizer team that will drive operational excellence and continued growth for the business line. As the Director, you will lead the operations in addition to supporting business development, implementation, and customer engagement. In this capacity, you will oversee our ongoing customer relationships, measure and maximize the value we deliver to customers, and support increased scale for the ARO business unit. The Director, ARO Operations will collaborate with other colleagues from Support, Implementation, Product Management, Marketing, Analytics, Development, and other teams as appropriate to serve the needs of ARO customers.

What you will do

• Performance planning and development : setting clear goals, identifying areas for improvement, and creating plans to enhance employee skills and performance, ultimately aligning individual goals with organizational objectives
• Lead, manage, motivate ARO Operations team
• Serve as product SME and escalation point for major client issues and directly engage customers as needed to support owned function
• Support business development and sales enablement efforts including crafting proposal offerings, advising on SOW / contracts, executing on go-to-market campaigns, securing and maintaining references, with support from extended team
• Own operationalization and commercialization of ARO solutions ; partner with Product and other teams on building needed documentation, programs, and workflows
• Drive process optimization and revenue growth within ARO
• Advise and consult customers, prospects, internal teams on solution and best practices during pre-sales, implementation, and steady state support
• Partner with implementation to onboard new clients and own steady state customer success post-implementation
• Work with customers and internal teams to build customer success plans, establishing critical goals to aid the customer in achieving their objectives
• Define and improve solution KPIs, other quality and success metrics ; Improve NPS, KLAS ratings, client retention, client usage, and adoption through systematized feedback loops and increased emphasis on product stickiness

What you will bring

What we would like to see

Why Join Us?

About FinThrive

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Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.

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