Peregrine Search Solutions
Customer Success & Operations Manager
Peregrine Search Solutions, Las Vegas, Nevada, us, 89105
Company Overview:
A fast-growing healthcare technology and medical distribution company specializing in biologics, advanced wound care, and durable medical equipment (DME). We serve a national network of providers, healthcare organizations, and distributors, delivering exceptional customer service, operational precision, and regulatory compliance to improve patient outcomes and partner success.
Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
Position Overview: The
Customer Success & Operations Manager
will lead the day-to-day execution of customer-facing operational activities. This highly cross-functional role blends client relationship management, financial transaction oversight, and internal process execution across the order-to-cash lifecycle. The ideal candidate has a background in accounting or financial operations, paired with exceptional communication skills and high emotional intelligence. This individual will act as a central hub between clients, internal departments (sales, AR, billing, fulfillment), and external stakeholders to ensure accuracy, accountability, and responsiveness at every step of the operational chain. This role will manage a team of analysts supporting account operations, customer finance workflows, and order fulfillment, with the goal of improving execution, client satisfaction, and cross-functional collaboration.
Key Responsibilities: Team Leadership & Execution Oversight Manage a team responsible for customer account operations, financial coordination, and order execution. Set daily/weekly operational priorities, monitor team workload, and ensure on-time issue resolution. Provide coaching, structure, and escalation support to analysts handling billing, account discrepancies, and fulfillment issues. Customer Success Ownership Serve as a leadership point of contact for high-impact accounts, assisting with escalations, order issues, and financial inquiries. Ensure clients receive timely updates, proactive communication, and white-glove support throughout the order and billing lifecycle. Collaborate with sales and CS teams to align on expectations, contract requirements, and client workflows. Order-to-Cash Process Management Oversee the operational flow from order intake to invoicing, returns, credits, and collections support. Ensure data integrity across platforms (NetSuite, Zoho, CRM tools), identifying and resolving system discrepancies. Maintain full visibility into backlog, billing holds, RMAs, and AR status for assigned accounts and team queues. Cross-Functional Collaboration Act as a liaison between finance, sales, fulfillment, and customer service teams to ensure operational alignment. Lead operational standups, escalations, and process improvement initiatives with internal stakeholders. Identify bottlenecks or recurring friction points and implement corrective workflows or SOP updates. Operational & Financial Controls Ensure all client-facing transactions adhere to NHMS’s compliance standards, including documentation controls, audit readiness, and regulatory requirements (HIPAA, SOX, FDA, etc.). Support monthly close processes and audit preparation by overseeing clean documentation and reconciliations. Track and report team KPIs tied to order accuracy, billing timeliness, resolution rate, and client satisfaction.
Required Qualifications: Bachelor's degree in Accounting, Finance, Business Operations, or a related field. 5–8 years of experience in financial operations, customer success, or account management roles. Prior experience managing teams or leading cross-functional operational workflows. Deep understanding of order-to-cash cycles, billing operations, AR workflows, and ERP platforms (NetSuite preferred). Excellent verbal and written communication skills with a client-focused mindset. Demonstrated ability to manage complex, high-volume transaction environments. Strong organizational skills and experience working cross-functionally to drive execution.
Preferred Qualifications: Experience in healthcare, medical device, or life sciences industries. Familiarity with Zoho, Salesforce, or other CRM/ERP integrations. Experience developing or optimizing SOPs, escalation protocols, or client onboarding workflows. High emotional intelligence, with a strong ability to lead through influence and resolve conflict.
Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
Position Overview: The
Customer Success & Operations Manager
will lead the day-to-day execution of customer-facing operational activities. This highly cross-functional role blends client relationship management, financial transaction oversight, and internal process execution across the order-to-cash lifecycle. The ideal candidate has a background in accounting or financial operations, paired with exceptional communication skills and high emotional intelligence. This individual will act as a central hub between clients, internal departments (sales, AR, billing, fulfillment), and external stakeholders to ensure accuracy, accountability, and responsiveness at every step of the operational chain. This role will manage a team of analysts supporting account operations, customer finance workflows, and order fulfillment, with the goal of improving execution, client satisfaction, and cross-functional collaboration.
Key Responsibilities: Team Leadership & Execution Oversight Manage a team responsible for customer account operations, financial coordination, and order execution. Set daily/weekly operational priorities, monitor team workload, and ensure on-time issue resolution. Provide coaching, structure, and escalation support to analysts handling billing, account discrepancies, and fulfillment issues. Customer Success Ownership Serve as a leadership point of contact for high-impact accounts, assisting with escalations, order issues, and financial inquiries. Ensure clients receive timely updates, proactive communication, and white-glove support throughout the order and billing lifecycle. Collaborate with sales and CS teams to align on expectations, contract requirements, and client workflows. Order-to-Cash Process Management Oversee the operational flow from order intake to invoicing, returns, credits, and collections support. Ensure data integrity across platforms (NetSuite, Zoho, CRM tools), identifying and resolving system discrepancies. Maintain full visibility into backlog, billing holds, RMAs, and AR status for assigned accounts and team queues. Cross-Functional Collaboration Act as a liaison between finance, sales, fulfillment, and customer service teams to ensure operational alignment. Lead operational standups, escalations, and process improvement initiatives with internal stakeholders. Identify bottlenecks or recurring friction points and implement corrective workflows or SOP updates. Operational & Financial Controls Ensure all client-facing transactions adhere to NHMS’s compliance standards, including documentation controls, audit readiness, and regulatory requirements (HIPAA, SOX, FDA, etc.). Support monthly close processes and audit preparation by overseeing clean documentation and reconciliations. Track and report team KPIs tied to order accuracy, billing timeliness, resolution rate, and client satisfaction.
Required Qualifications: Bachelor's degree in Accounting, Finance, Business Operations, or a related field. 5–8 years of experience in financial operations, customer success, or account management roles. Prior experience managing teams or leading cross-functional operational workflows. Deep understanding of order-to-cash cycles, billing operations, AR workflows, and ERP platforms (NetSuite preferred). Excellent verbal and written communication skills with a client-focused mindset. Demonstrated ability to manage complex, high-volume transaction environments. Strong organizational skills and experience working cross-functionally to drive execution.
Preferred Qualifications: Experience in healthcare, medical device, or life sciences industries. Familiarity with Zoho, Salesforce, or other CRM/ERP integrations. Experience developing or optimizing SOPs, escalation protocols, or client onboarding workflows. High emotional intelligence, with a strong ability to lead through influence and resolve conflict.