Associate, Partner Solutions (Research Product Experience)

Flatiron is looking for an Associate to join us in building a superior customer experience for our Real-World Evidence (primarily Life Sciences) customers, a key pillar of our retention strategy.

What you’ll do: 

This role will work on product deployment efforts for individual product lines, ensuring that customers are set up to derive maximum value from their existing data investments. Candidates can expect to design and lead workstreams that empower customers to achieve their most pressing use cases. To customers, this role is an expert in the product and a partner in their research projects. Internally, this role is a manager of customer experience programs and key voice of product usability, contributing insights that directly evolve product offerings.

• Design and manage services and infrastructure that make it easier for Flatiron customers to use Flatiron products quickly and successfully (e.g. training programs, online content)
• Deploy (i.e. roll out) product changes. Ensure impact of product changes are understood and effectively communicated to customers with an eye towards excellent product usability
• Design and manage early access (e.g. “beta”) programs for product features. Ensure feedback received is actionable and appropriately considered before broad product launch. 
• Analyze trends in customer feedback and champion efforts to evolve products accordingly, alongside Product Managers, Research Oncologists, Partnerships, Clinical Data experts etc. 
• Solve technical, data, methodology and publication related questions about our Real-World Evidence products by: diagnosing issues, triaging to other subject matter experts as needed, and developing digestible guidance for our technical audience
• Design, build and manage scalable operations, services and infrastructure that help our customers use Flatiron products successfully and help us internally make decisions and develop solutions better and more quickly as an organization
• Support our partners in their use of Flatiron’s research offerings by facilitating data and analytical onboarding sessions, identifying value-added opportunities for RWE and supporting onsite client meetings to collect feedback and support use cases (anticipated travel: <10%)

About you: 

• 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
• Possess familiarity with programming languages used in the operation of relational databases and statistical analyses (e.g. SQL, R, SAS) 
• Emerging operational toolkit with a passion for bringing order to ambiguity
• 1-4 years of cumulative product, customer success, customer service or account management experience
• 1-4 cumulative years of operational experience (e.g. event planning, project management, executive assistance work)
• 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

Extra credit: 

• 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, next-generation sequencing (NGS) technology companies and/or data providers.
• Experience in adult or child education (e.g. prior teacher, technical trainer)
• Oncology experience

Why You Should Join Our Team

A career at Flatiron is a chance to work with everyone involved in the future of cancer care and research—all under one roof. Researchers, data scientists, designers, clinicians, technologists and many more all work together to improve cancer care and accelerate research.

You'll also find a culture of continuous learning, broad and inclusive employee support offerings, and a commitment to supporting our team members in all aspects of their lives—at home, at work and everywhere in between. We offer: 

• Flatiron University training curriculum which includes presentation skills, meeting mastery, coding languages and more
• Career coaching opportunities
• Hackathons for all employees (not just our engineers!)
• Professional development benefit for attending conferences, industry events and external courses
• Work/life autonomy via flexible work hours and flexible paid time off
• Generous parental leave (16 weeks for either parent)
• Back-up child care
• Flatiron-sponsored fitness classes

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.

COVID-19: Pursuant to Flatiron's health and safety protocol relating to COVID-19, candidates selected for hire must disclose their COVID-19 vaccination status and must be fully vaccinated in order to access our offices or travel to customer sites, subject to legally required exemptions for disability or sincerely-held religious belief. Flatiron will engage in an interactive process as appropriate for the particular position. For external-facing roles, especially those involving contact with vulnerable individuals, accommodations for unvaccinated status may not be feasible.