Flatiron Health
Reimagining the infrastructure of cancer care.
New York, NY

Product Operations and Customer Success Manager, Real World Evidence

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The Product Ops and Customer Success Manager is responsible for building thoughtful, customer-centric operations that strengthen adoption and customer satisfaction for our Real World Evidence products. This person will play a critical role in the deployment of new products and features, as well as support of established products, to delight our life sciences customers.

The Product Ops and Customer Success Manager will work in close collaboration with Product, Life Sciences Partnerships and Product Marketing teams to (1) identify requirements and establish a roadmap for developing tools and resources to support customers, and (2) drive alignment and implement processes that help our customers use our products effectively and maximize their investment in Flatiron products. This includes leading the rollout of and training on new features for our Real World Evidence products, and resolving any inquiries and issues that are submitted by our Life Sciences Partners.

Strong candidates will have a collaborative spirit, experience working with cross-functional projects and passion for data. Candidates will be able and excited to lead projects which require flexing between high-level strategy and tactical, in the weeds execution. Similarly, candidates will have exceptional project management and communication skills, and technical ability to query data sources and conduct simple analyses. Experience with life sciences is a plus.

Responsibilities:

  • Become an expert on our Real World Evidence products, users, and data
  • Facilitate answering technical, data, methodology and publication questions about our Real World Evidence products, including diagnosing, triaging and resolving issues quickly, thoroughly and effectively
  • Develop and implement processes for managing incoming questions, issues and feedback that provides timely, effective and valuable responses to customers and other teams at Flatiron
  • Partner with a cross-functional team to develop and lead product rollouts and trainings Build tools, resources and processes in collaboration with other teams at Flatiron that drive product adoption and engagement, while enabling the RWE business to scale effectively
  • Develop customer adoption metrics and internal tools for tracking them
  • Drive timely project execution with project management methodologies, including managing project scope, meetings, scheduling, stakeholder communication, obstacles and risks

Requirements:

  • Bachelor’s degree
  • At least 3+ years of project management, business operations, and/or consulting experience working collaboratively with key stakeholders at all levels
  • Project management skills with specific focus, passion and expertise in driving customer success
  • Experience working with relational databases and SQL, and strong intuition for how to understand, analyze, and interpret data
  • Ability to build new and optimize existing processes, and lead change
  • Demonstrated skill in recognizing patterns of inefficiency and/or areas for improvement and developing effective solutions
  • Ability to foster collaborative culture / management style and build relationships across the organization
  • Exceptional written and verbal communication skills
  • Enjoys being hands-on and in the weeds; exceptional attention to detail
  • Healthcare experience

Bonus Points:

  • Past experience analyzing data using a statistical programming language (e.g., Pandas, R, SAS, SPSS)
  • Experience working with or analyzing real world patient-level data (e.g., claims, EMR)
  • Experience working with customers in the BioPharma industry
  • Oncology experience
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What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

At Flatiron, we are committed to providing our employees with the resources they need, both within and outside of work. This enables them to concentrate their working hours on improving cancer care and accelerating cancer research, while dedicating their non-working hours to everything else life has to offer.

We offer a full range of benefits to support our employees and their families. These benefits include health and wellness, family planning, financial planning and time away.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Office Perks
Commuter benefits
Free snacks and drinks
Some meals provided
Relocation assistance
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
Personal development training
Apprenticeship programs

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