Director, Commercial Support Operations

August 16

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Better lives through better sleep.

Consumer electronics • Health technology • Wearable technology • Sleep monitoring • Software development

201 - 500

Description

• Partner with commercial sales and marketing teams to establish strategies and approaches that augment go-to-market execution and scale sustaining support operations. • Lead and mentor a diverse team of support professionals, providing guidance and support to ensure high performance and professional growth. • Develop and implement strategies for onboarding, training, and technical support to meet the needs of commercial partners and enterprise clients. • Monitor and evaluate team performance, setting clear objectives and KPIs to measure success and drive continuous improvement. • Partner with Sales and IT to continuously improve our CRM and customer business systems for improved life cycle, workflow, and customer data management. • Oversee the onboarding process for new commercial partners and enterprise clients, and their users, ensuring a smooth and efficient transition from sales to support. • Design and deliver training programs tailored to the needs of go-to-market partners and small, medium and large business accounts, focusing on product adoption and usage, best practices, and change management. • Monitor the end-to-end order process, including sizing and selection, order processing, tracking, and resolution of any issues. • Develop and execute strategies for managing renewals, ensuring timely and successful contract renewals while addressing any client concerns. • Devise appropriate strategies for end user retention and member conversion upon enterprise program end of life (EOL). • Provide high-level technical support to address complex issues and ensure client satisfaction. • Collaborate with product and engineering teams to resolve technical problems and advocate for client needs. • Build and maintain strong relationships with key client stakeholders, acting as the primary point of contact for support-related matters. • Proactively engage with clients to understand their needs, gather feedback, and identify opportunities for improvement. • Identify and implement process improvements to enhance the efficiency and effectiveness of support operations. • Analyze support metrics and client feedback to drive continuous improvement and ensure high levels of client satisfaction. • Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management. • Utilize data and insights to make informed decisions and drive strategic initiatives.

Requirements

• Proven experience in a leadership role within enterprise sales and support environments, with a strong track record of managing teams and delivering exceptional client service. • Expertise in go-to-market (GTM) operations encompassing the strategic and tactical processes involved in launching and delivering a product or service to the market effectively, and especially sales strategy and enablement. • Experience in onboarding, training, order management, technical support, and renewals, particularly in a Retail or B2B context.

Benefits

• Competitive salary and equity packages • Health, dental, vision insurance, and mental health resources • An Oura Ring of your own plus employee discounts for friends & family • 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off • Paid sick leave and parental leave • Amazing culture of collaborative and passionate coworkers