About the Role
Read this part first because it will save us both time: This is a collaborator-facing role, not a research or data science position. You will not be running analyses or designing studies. What you will do is work with the people who do, and be credible when you tell them how Lasso can help make their research lives easier.
Reporting to the VP Corporate Services & Strategy and working alongside the Director of Customer Success, and cover the same ground: study onboarding, collaborator training, troubleshooting and the day-to-day relationship with our collaborators.
You have spent real time inside a lab or research environment. When an investigator describes a multi-site cognitive study or a genomics pipeline, you already understand what that means, how it looks to the people doing the work and can figure out pretty quickly how we can help. Your hands-on research experience means you speak the language of our collaborators and so can get people trained faster, triage bugs with better instincts, and quickly earn trust from the site staff and research leaders we work with.
What You'll Do
- Own onboarding and Go-Live for a portfolio of collaborators: schedule and deliver role-specific training for Admins, Investigators, Delegates and Sub-applicants, and confirm user access and governance logic before you sign off.
- Share full coverage of the collaborator base with the Director of Customer Success, so every collaborator has two people who know their account and no one is ever stuck waiting on a single person or left hanging while one of you is away.
- Provide tailored walkthroughs of platform features, access control and governance workflows, translating platform mechanics into the language of the research workflows they support.
- Route and triage collaborator requests through Lasso's centralized channels, log bugs and feature requests, and follow-up with each one until it's resolved.
- Keep documentation scalable, templated and version-controlled, and coordinate a full enablement rollout (updated guides, screenshots, video tutorials and training sessions) for every new or updated feature.
- Draft and distribute audience-specific release notes in coordination with Sales, Product and Engineering.
- Drive ongoing adoption through feature spotlights, micro-trainings and proactive check-ins, and flag accounts that need extra attention before small problems become larger issues.
- Partner with Solutions Architects and Product to recommend structural enhancements, bringing a research-background read on what would actually help a collaborator's workflow.
Qualifications
Required
- A PhD in a life sciences, health sciences or related research field (biology, psychology, neuroscience, public health or similar), gained through graduate research, lab work or direct work inside a research program. Enough to speak a principal investigator's language, not a requirement to have published.
- Experience in a collaborator-facing capacity, such as collaborator success, training, account management or research support work that involved onboarding or teaching other researchers a tool or protocol.
- Proficiency in common programming languages and analytic tools utilized within our products and by our customer base (e.g. Jupyter, R)
- A clear, patient communicator who can explain a technical issue to a non-technical collaborator and a collaborator's problem to an engineer.
- Organized enough to co-own a full collaborator portfolio and several priorities at once without dropping a ball.
Preferred
- Experience with research data platforms, EDC systems or other scientific software used in clinical or academic research.
- Familiarity with data privacy regulations relevant to health research (HIPAA, GDPR).
- Experience with support or ticketing tools (Zendesk, Intercom, Jira) and CRM systems.
- Direct experience running a multi-site study, coordinating a lab or managing research data quality.
Want to Be a Wrangler? Here's What We Look For
- You hold yourself to a high standard and bring real rigor to your work.
- You make the people around you better.
- You stay curious and keep learning.
- You see a problem and start solving it, without waiting to be asked.
- You keep the whole picture in view and notice how a change in one place ripples through the rest.
What We Offer
- A flexible, hybrid or remote position.
- Competitive compensation and benefits.
- Work that matters, with scientific and clinical impact you can point to.
- Room to grow with a mission-driven company at the front of research data management.
- A sharp, multidisciplinary team that is good at what it does and good to work with.
