Senior Customer Success Manager, Research
Oura, United States
Job Description
Our mission at Oura is empowering every individual to own their inner potential. Our award-winning products, the Oura Ring and its accompanying app, helps our global community gain a deeper understanding of their health, lifestyle, and sleep quality, which we believe are foundational to living a healthy, fulfilled life.
We are looking for an experienced research project manager to join our incredible team. The Senior Customer Success Manager, Research Partnerships will be responsible for research customer planning, onboarding, logistics, support, renewals and expansions. The ideal candidate will be as passionate about Oura products as they are about providing an exceptional experience for every customer, and have a general sense of the research process and research's impact on product design and development.
You’ll be based out of our SF office.
What you will do
- Own a portfolio of high-touch accounts within the Research vertical for a variety of audiences including study coordinators, principal investigators and study participants for groups such as governmental and academic regulatory agencies, pharmaceutical companies, and researchers.
- Manage the post sale lifecycle including product onboarding, advising on study logistics and serving as the primary point of contact for research partners to ensure an overall successful partnership.
- Gain a deep understanding of the research app/portal to effectively support the entire research engagement process from initial training to execution and support.
- Define the Customer Success services and build associated pricing for varying types of Research partnerships. Help structure the protocols for Oura’s non-clinical data collection efforts in temperature, sleep, activity, psychology, etc
- Drive special projects to improve and operationalize the research partner experience by developing scalable frameworks for research project management
- Serve as a liaison and collaborate effectively across internal teams including Science, Product, Analytics, Sales and Marketing; provide clinical/scientific education to help inform and influence product decisions
- Proactively identify and escalate concerns regarding timelines, milestones, resourcing and any potential study execution issues to appropriate internal stakeholders while managing externally.
- Become an expert of all Oura products and services for research studies, serving as a key clinical and scientific resource for all partners.
Requirements
We would love to have you on our team, if you have
- 6-8 years minimum experience of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
- 5 + years of experience in project management or clinical research, or related experience.
- BA/BS degree with a major in a related field (e.g. biostatistics, public health, epidemiology).
- Demonstrated project management expertise with a keen attention to detail to optimize the team for execution.
- Experience in Sales processes and Customer Relationship Management (CRM) systems preferred.
- Experience in clinical research or demonstrated research or training experience that translates into a clinical research setting
- Excellent interpersonal communication, self-learning, analytical, and problem-solving skills, coupled with the ability to work under pressure and tight deadlines.
- Outstanding written and verbal communication skills for audiences at all levels; can create and facilitate training programs for teams with little direction.
- Experience in building relationships with people at a variety of levels.
- Self-starter mentality with the ability to navigate a fast paced environment.
- Ability to understand customer requirements and identify upsell and cross-sell opportunities.
- Ability to understand complex products and distill the key value props for the product to the partner; become an expert in Oura products and services.
Benefits
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and are continually looking to improve their health and add to our benefits.
What we offer:
- Competitive salary and equity
- Health, dental, and vision insurance
- Wellness benefits
- Flexible working hours + work-life balance
- An Oura ring of your own
- Beautiful workspace in San Francisco by Pier 31
- 20 days of PTO
- Amazing culture of collaborative and passionate coworkers
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are consid