The Partner Solutions (PS), Life Sciences team is focused on maximizing the value Flatiron partners derive from our real world evidence products by:

1) Developing infrastructure to scale FH’s approach to analytic method dissemination

2) Driving adoption of priority methods and product features

3) Making the customer voice more actionable to enable evidence based decision making

PS spearheads curriculum deployment in person and online (e.g. webinars, code based tutorial approaches), manages response to customer usability challenges and drives product adoption through coordinated rollouts. This team also works to make the customer voice more actionable by developing feedback models and synthesizing lessons learned in customer interactions.

The Partner Solutions Associate/Manager will work with the broader Partner Solutions team, the Life Science Partnerships team, engineering teams, research oncology, quantitative sciences, and product teams. This role will also support high priority method and product launches by managing content and rollout campaigns. 

Responsibilities

• Manage launch campaigns for high priority methods and product changes
• Facilitate answering technical, data, methodology and publication questions about our Real-World Evidence products by: diagnosing issues, triaging to subject matter experts, and developing digestible guidance for our technical audience
• Design web and non-web based technical training modules that achieve relevant learning objectives
• Coordinate training and content development for a small number of high priority partner trainings
• Support design of processes and tools to enable the Life Sciences Team, and broader Research organization, to learn from partner inquiries and apply them to improve the partner product, onboarding and training experience
• Travel occasionally (approximately 3-4 times a quarter) to visit partners 

Requirements

• Familiarity with programming languages used in the operation of relational databases and statistical analyses (e.g. SQL, R, SAS)
• Demonstrates strong written and verbal communication skills
• Strong empathy for customer challenges and desire to be in frequent conversation with Flatiron life sciences partners
• 1-6 years of cumulative customer success, customer service or account management experience (preferably in life sciences consulting, software/EHR/database support, or similar field)
• 2-6 cumulative years of operational experience (e.g. event planning, project management, executive assistance work)
• Enjoys being hands-on and in the details
• Exceptional attention to detail and time management skills
• Collaborative spirit with enthusiasm for working with individuals from many professional backgrounds (e.g. software development, oncology research, client management)
• Excited to learn and contribute to a culture of continuous feedback
• Bachelor's degree (preferably with a technical, scientific or public health focus

Bonus Points

• Experience working in CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira)
• Experience with Electronic Medical Records systems, Practice Management systems, or other complex systems processing healthcare or biotechnology R&D data
• Experience working with technical teams in healthcare
• Experience working with partners in the BioPharma industry and/or in next-generation sequencing (NGS) technologies and/or data providers.
• Experience in adult or child education (e.g. prior teacher, technical trainer)
• Oncology experience