New

Customer Engagement Manager

US Remote

POSITION TITLE: Customer Engagement Manager

POSITION LOCATION: Remote, USA 

POSITION SUMMARY: 

The Customer Engagement Manager is responsible for supporting customers, internal and external, by bridging the gap between our RWD products, BD, data operations, RWE team, and our customers’ translational research and drug development objectives. The Customer Engagement Manager partners with the program manager and the business development teams to ensure successful creation and delivery of RWD products meeting customers’ study objectives and aims. This role must have deep clinical insights, scientific knowledge in relation to utilization of RWD, and stay abreast of data trends and current standard of care practices, and overall RWD use guidelines and industry standards. The Customer Engagement Manager conducts customer related KPI tracking and communicates high-impactful information to the senior leadership of cross-functional teams.

PRIMARY RESPONSIBILITIES:

  • Responsible for performing abstraction for ad hoc and ongoing internal and external data and abstraction requests for clinical information. Abstraction responsibilities include manually reading, reviewing, and abstracting clinical data from medical records, tracking patients/data abstracted, and meeting program productivity and quality requirements. 

  • Engage with multidisciplinary teams to support and perform abstraction activities, which may include peer review and identifying clinical data gaps within existing patient medical records across the entire clinical database.  

  • Maintain confidential, accurate, and detailed records and reports. 

  • Function as the data operations team’s first point of contact for BD, customers, internal and external, as it relates to designing, establishing, and maintaining projects and relationships. 

  • Support the Director in spearheading the creation of insightful customer collaterals, insights, and artifacts to demonstrate the application and benefits of real-world data in translational research and drug development. 

  • Work collaboratively with our research scientists and subject matter experts to distill complex data insights into compelling narratives for a scientific audience.

  • Lead client engagement and participate in contracting and client calls. 

  • Build and maintain strong, consultative relationships with clients in the pharmaceutical and biotech sectors, along with internal customers. Understand their drug development, research, or study challenges and opportunities, providing expert advice on how RWD can accelerate their projects.

  • Support the Director by partnering with the Program Manager to ensure the end-to-end delivery process of RWD products, including datasets and analytical reports tailored to translational research and drug development needs, meet customer needs, and is a good experience. 

  • Ensure high-quality standards and alignment with client objectives.

  • Support the Director in establishing transparent, objective, and streamlined Feedback Integration by proactively and actively soliciting customer feedback to enhance product offerings and promptly, succinctly, and clearly communicating the input. 

  • Devise methods to enable precise tracking and future referencing of customer feedback. 

  • Collaborate with internal teams to refine data products and services based on real-world applicability and client needs.

  • Provide Industry Insight by staying informed and abreast of standard-of-care trends, utilizing clinical data to support insights, generating RWE, and leveraging these insights to enhance client engagements and inform internal strategy and product development.

  • Host and lead customer kick-off meetings, provide demos, and train customers on the abstraction, quality, and data operations processes, with a focus on securing a contractual relationship. 

  • Attend all relevant cross-team meetings. 

  • Ensure timely receipt and submission of customer invoices and the tracking of billable hours across all consultants, stakeholders, and staff. 

  • Other duties as assigned.  

QUALIFICATIONS: 

  • Masters degree in health sciences such as translational research, data scientist, advanced nursing.

  • 8+ years of clinical data abstraction, research, or clinical data management; (may be supplemented by a minimum of 5+ years of direct oncology clinical/clinical trial/EDC experience accompanied with an OCN U.S. license (or one of the other six cancer specialty nursing certifications) or a minimum of 3-4 years of direct oncology clinical/clinical trial/ED experience accompanied with an PA, NP, or DNP U. S. license)

  • U. S. Licensed nurse or physician’s assistant with extensive experience working in oncology; OCN (or one of the other six cancer specialty nursing certifications) preferred. 

  • Requires direct experience with medical record abstraction across multiple platforms (paper records, electronic medical record systems, EDC, registries, etc.) 

KNOWLEDGE, SKILLS, AND ABILITIES: 

  • Ability to work independently, with little to no direction, and as part of a team.

  • Strong organizational and communication skills.

  • In-depth attention to detail and a fast learner.

  • Experience working with startup companies and well established organizations.

  • Ability to interact with various levels of staff and external customers.

  • Possess a high level of initiative and self-motivation.

  • Ability to work in a fast-paced environment and respond to shifting priorities.

  • Strong computer and Microsoft Office skills.

  • Strong executive-level presentation skills.

  • Strong familiarity with creating presentations and providing presentations.

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Remote USA

$113,900 - $142,400 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents. 

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:
- BBB announcement on job scams 
- FBI Cyber Crime resource page 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Employment

Select...
Select...

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Natera’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.