Product Operations and Customer Success Manager, Real World Evidence
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