Solutions Manager, Customer Experience (Real World Evidence)

Reimagine the infrastructure of cancer care within a technology and science community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. We’re looking for a Solutions Manager to help us accomplish our mission to improve lives by learning from the experience of every cancer patient. Are you ready to be the next changemaker in cancer care?

What You’ll Do: This role will manage product rollout activities and translate user needs internally to bolster subscription retention, ensuring that customers are set up to derive maximum value from their existing data investments. You will design and build experiences that empower customers to achieve their most pressing use cases (e.g. via trainings, online content, live engagement).

Internally, this role is seen as a subject matter expert for product usability (e.g. advises on advantages and common limitations of core products, top usability challenges, use cases and workflows), contributing insights that directly evolve product offerings. To customers, this role is a “go to” resource for recent product changes and navigating Flatiron guidance.

• Manage services and infrastructure that make it easier for Flatiron customers to use Flatiron products quickly and successfully (e.g. training programs, online content).
• Update and improve resources that help our customers use Flatiron products successfully and recognize their value.
• Disseminate customer feedback and engagement data to various levels of the organization that result in meaningful decisions for how Flatiron teams can evolve our service and product offerings.
• Partner with Life Sciences Partnerships team to customize the experience for customers as needed to meet prioritized retention goals.
• Investigate, solve and prioritize technical, data, methodology and publication related questions about our Real-World Evidence products alongside Product Managers, Research Oncologists, Life Science Partnerships, Clinical Data experts etc.
• Define annual cross-functional resource requirements and work with functional leads, including the Head of Customer Experience, to secure them.
• Be in frequent conversation with customer contacts, to support their use of Flatiron’s research offerings by managing feedback conversations, facilitating data and analytical onboarding sessions, identifying opportunities for RWE and supporting onsite client meetings to collect feedback and support use cases (anticipated travel: <25%).

About You:

• Have excellent time management, organizational skills and keen eye for detail
• Have excellent written and verbal communication skills, with experience working in highly cross-functional settings
• Logically approach problem-solving with a demonstrated ability to make data driven decisions
• Able to explain complex technical and clinical concepts to people of different disciplines in writing and verbally
• Possess a strong empathy for customer challenges and desire to be in frequent conversation with life sciences and academic researchers about data best practices
• Possess familiarity with one or more programming languages used in the operation of relational databases and statistical analyses (e.g. SQL, R, SAS)
• 4-7 years of cumulative customer success, customer service or account management experience
• 4-7 cumulative years of operational or product experience (e.g. event planning, project management, executive assistance work) with a passion for bringing order to ambiguity
• 4-7 years of experience working in oncology, biopharma or healthcare industries, Electronic Medical Records systems, Practice systems, or other complex systems processing healthcare or biotechnology research and development data
• Collaborative spirit with enthusiasm for working with individuals from many professional backgrounds (e.g. software development, oncology research, client management)
• You're a kind and collaborative problem-solver who seeks and gives candid feedback, and values the chance to make an important impact.
• Proficient in Google Suite (e.g., docs, slides, sheets, analytics)

Extra credit:

• Experience or coursework in in a quantitative discipline such as biostatistics, epidemiology, applied statistics, health economics, or a related discipline
• Experience in product management of a website or other technical product
• Experience working with technical teams in healthcare
• Experience working with partners in the biopharma industry, next-generation sequencing (NGS) technology companies and/or data providers.
• Experience in adult or child education (e.g. prior teacher, technical trainer)

Life at Flatiron

Benefits: At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services
• Lifestyle spending account for perks that make sense for you and your family

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning through professional development programs and celebrate Diversity in the workplace.

Flatiron Health is proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Salary Range: $136000 - $204000

Preferred Primary Location : NYC Headquarters

The annual pay range reflected above for this position is based on the preferred primary location of the role which is listed in the job description. Salary ranges for other locations vary from the range reflected above. Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual bonus and equity may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.