Operations: Key Accounts

Codes Health•New York, NY

6d•Hybrid

About The Position

Our customers include some of the largest law firms in the world, who entrust us with one of their most critical and time-sensitive workflows. They expect excellence, service, and timeliness and we deliver on those expectations. This is one of the most important roles at the company. You will own the performance and success of some of our largest accounts. You will drive adoption, usage, and retention, while also managing and overseeing the operational details of request fulfillment. At any given moment, you may be responsible for thousands of in-flight requests. This is a hybrid role: equal parts customer success and operations. You must be as comfortable with high-level account strategy as you are with detailed analysis, auditing, and execution. You will sit at the center of some of our most important customer relationships, and as a result, will have the unique ability to work cross-functionally and affect change across the organization.

Requirements

A top-tier operator with 2+ years of experience in consulting, banking, customer success, operations, or high-growth startups
A polished and excellent communicator. You will be in constant communication with customers, relaying updates, feedback, and issues both internally and externally
Obsessed with details. This is not solely a big-picture role. You should be able to get into the weeds and pluck said weeds
Highly organized and dependable. You are good at keeping many moving pieces in motion without letting things slip
Technical or technical-adjacent. You should be able to build quick automations, tooling, dashboards, or SQL queries, or be eager to learn how to
Comfortable operating with urgency in high-stakes environments where customers expect responsiveness and follow-through
Energized by ownership. You like being the person who sees the full picture, catches what others miss, and makes things happen

Responsibilities

Own account-level performance across usage, turnaround time, request health, and efficiency
Serve as the primary operator and strategic partner for some of our largest customers
Proactively audit, track, and triage problematic records requests before they become bigger issues
Build a strong understanding of each customer’s workflow, priorities, and pain points, and translate that into action
Help manage our records specialists and establish more programmatic tracking for request health and operational performance
Partner closely with operations and product to relay customer feedback, identify recurring friction points, and improve the customer experience
Hold regular check-ins with key accounts around performance, product feedback, and opportunities to deepen usage