Commercial Operations Manager

A Commercial Operations Manager at Alloy plays a crucial role in managing the renewal process for our bank, credit union, and fintech clients. This role focuses on engaging and maintaining relationships with clients to ensure continued business growth. Their responsibilities include preparing proposals, negotiating terms, and identifying upsell opportunities to maximize client satisfaction and retention.

To become a Commercial Operations Manager at Alloy, candidates should possess at least 5 years of experience in renewals, business development sales, or account management with a focus on upselling. Experience with banks or fintechs is a plus, along with demonstrated success in managing executive-level client relationships.

Alloy is committed to employee growth, especially for positions like the Commercial Operations Manager. We offer an annual Learning and Development stipend, access to resources for well-being, and a flexible work environment to ensure that our team members continue to thrive both personally and professionally.

The work culture at Alloy is vibrant, inclusive, and supportive, promoting core values that encourage innovation and collaboration. As a Commercial Operations Manager, you’ll be part of a dynamic team where your voice matters, and where celebrating diverse perspectives is key to our success.

As a Commercial Operations Manager at Alloy, you may utilize customer success platforms like Catalyst or Gainsight, along with tools for document generation and legal compliance such as Ironclad and Salesforce to streamline processes and enhance client engagement.

At Alloy, success in the Commercial Operations Manager role is primarily measured through client retention rates, the efficiency of the renewal process, and the ability to identify upsell opportunities. Regular feedback and performance assessments help align personal and organizational goals.

Alloy provides a competitive benefits package for Commercial Operations Managers, including unlimited PTO, stock options, comprehensive health plans, a 401k with matching contributions, paid parental leave, and a stipend for home office needs, ensuring a balanced and fulfilling work environment.

In this role, I prioritize building strong relationships by proactively engaging clients well before renewal dates. Additionally, I emphasize understanding their current usage and satisfaction to identify potential upselling opportunities, aligning our values with their needs to ensure a smooth renewal process.

Certainly! In a previous role, I evaluated our client renewal process, identifying bottlenecks that slowed our response time. By implementing a streamlined communication strategy and using automation tools, I reduced renewal time by 30%, which significantly improved client satisfaction rates.

When facing objections during renewal discussions, I listen actively to understand the client’s concerns, address them with empathy, and provide data or solutions that emphasize value - turning objections into opportunities to strengthen our partnership.

To identify upsell opportunities, I use a consultative approach by asking open-ended questions during our interactions. This allows me to gain insights into their business objectives and challenges, enabling me to suggest relevant products or services that align with their goals.

I have hands-on experience with platforms like Gainsight and Churn Zero, where I utilized their analytics features to track client engagement and health scores. This experience helps me proactively address potential churn risks and tailor our approach for individual clients.

I leverage a robust CRM system to schedule regular check-ins and track all interactions. This ensures that no client feels neglected while allowing me to prioritize my workload effectively, fostering strong relationships across my portfolio.

Key metrics I consider include renewal rates, customer satisfaction scores, churn rates, and upsell revenue. Monitoring these metrics provides a clear overview of performance and allows for proactive strategies to enhance client retention.

In my previous roles, I have negotiated various contract terms by actively listening to client needs and offering flexible solutions, ensuring a win-win outcome. It’s crucial to balance the company's interests with client expectations for positive long-term relationships.

If a client expresses hesitation about renewal, I first seek to understand their reasons thoroughly. By addressing their concerns directly and presenting tailored solutions or incentives that emphasize our commitment to their success, I can often turn around their decision.

Collaboration is vital in my approach. I regularly ensure alignment with sales, customer success, and legal teams to facilitate seamless renewal processes, enhance client experiences, and strategize on approaches that bolster retention and upsell efforts.