The Customer Success team is dedicated to building irreplaceable relationships with customers. The Customer Communications Specialist or Manager will work on providing our customers, our team and cross-functional stakeholders with critical information in a clear and compelling way.

This role will initially focus on information shared with customers and internally as part of our Incident Management process. Working closely with technical stakeholders, the Technical Incident Manager for the relevant issues, and the Customer Success team, the Customer Communications Specialist or Manager will ensure that timely and clear communications are shared both externally and internally and will take ownership of the process and tooling involved in sharing these updates.

Additionally, the Customer Communications Specialist/Manager will partner with our Marketing team to establish Flatiron’s customer voice and communication guidelines. Once established, they will design and implement a process for surveying the broader communications that are shared with our customers through the Customer Success teams (Accounts, Support) and identifying the highest priority areas to refine and standardize our communications. Opportunities may include support case responses, responses to commonly asked Accounts questions, proactive outreach to our customer base, templates for Success teams, or ad-hoc notifications and requests that go out to our customers through our Customer Success teams. The Specialist or Manager will also own communication of priorities back to the relevant stakeholders.

More broadly, the Customer Communications Specialist or Manager will have the opportunity to collaborate closely with key cross-functional partners including TechOps, Marketing, Provider Operations in defining and utilizing Flatiron’s “voice” with customers that conveys our commitment to partnering with our customers, and our understanding of their demanding work, and that helps to build customer trust in the Flatiron brand.

Candidates for Customer Communications Specialist/Manager will excel in written and verbal communication, cross-functional collaboration, relationship-building and project management. The role requires a clear, concise and well-structured writer, exceptional organizational skills, resourcefulness, and a passion for addressing the most complex challenges our customers face.

Responsibilities:

• Write, share and obtain sign-off on key communications for our customers
• Share all Incident-related communications with customers and internal stakeholders within relevant service-level expectations
• Own the process and tooling for sharing key updates with our customers and internally
• Prioritize most important customer communication needs currently owned by Customer Success
• Develop roadmap for completion of highest priority customer communications and socialize broadly with relevant stakeholders
• Collaborate closely with key stakeholders (TechOps, Marketing, Customer Success and broader Provider Ops in particular) to define scope and priorities, and identify broader opportunities to define and utilize Flatiron’s customer “voice”

Requirements:

• Bachelor's degree
• Experience required varies by role level:
• Specialist:
• 2+ years experience in a customer-facing role or in customer support, communications, consulting or account management in healthcare, including:
• Collaborating and communicating with a wide range of clients
• Developing detailed subject-matter expertise, and communicating clearly to a range of external and internal stakeholders
• Manager:
• In a customer-facing role or in customer support, communications, consulting or account management in healthcare, including:
• Collaborating and communicating with a wide range of clients
• Developing detailed subject-matter expertise, and communicating clearly to a range of external and internal stakeholders
• Project managing complex initiatives with customers and colleagues
• Ability to translate complex concepts into simple, plain english and develop clear, well-structured and data-driven communications, while working in a fast-paced, demanding start-up environment
• Exceptional written and verbal communication skills
• Able to collaborate with and influence a diverse set of stakeholders
• Ability to effectively identify what’s important and effectively prioritize competing projects, and ability to keep others in the loop on evolving priorities
• Excellent time management
• Passionate about our mission to improve healthcare through technology