Customer Success Manager, Strategic Accounts
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 account manager to join our incredible team. The Customer Success Manager, Strategic Accounts will be responsible for a portfolio of enterprise and mid-market customers, with a specific focus on government entities. You will be responsible for 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. Ideally, you also have a background working with government agencies and have a general understanding of their unique requirements.
What you will do:
- Own a portfolio of accounts, largely within the Government vertical, with a variety of audiences, from C-Level executives to government administrators.
- Manage the post-sale lifecycle including onboarding, advising, facilitating training and checking in with clients to ensure platform adoption.
- Serve as the primary point of contact to quickly resolve questions and issues in order to ensure an overall successful partnership.
- Create and lead workshops and training sessions on multiple products for a variety of audiences.
- Drive special projects and build systems to improve and operationalize the customer experience by developing frameworks for onboarding, training, and capturing feedback.
- Proactively remove operational roadblocks that hinder the customer experience by working cross functionally with other departments to anticipate customer needs and drive satisfaction.
- Become an expert of all Oura products and services, as well as all Oura product deployment.
Requirements
We would love to have you on our team, if you have
- 4+ 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.
- 4+ years of experience leading customer-facing teams in an innovative environment.
- Bachelor’s degree preferred
- 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.
- A consultative approach; the ability to develop rapport and trust with internal teams to achieve objectives and goals.
- 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 unique 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 considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.