Manager, Partner Solutions (Customer Experience, Knowledge Management)

Flatiron is looking for a Manager 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 co-manage our Knowledge Management initiative, responsible for developing and codifying Flatiron expertise and best practices into effective tools and online documentation for our Life Sciences customers and internal users. To customers, this role is a partner in ensuring their stakeholders’ successful application of Flatiron data to their top use cases. Internally, this role is an expert in effective guidance and support of end users and customer workflows. 

• Develop, document, and codify multi-product clinical, methodological, and product expertise and best practices (e.g. methods for studying patient survival) into effective tools, online documentation (e.g. tutorials) 
• Lead cross-functional investigations required for definitions of best practices
• Co-manage the Knowledge Management team’s strategic roadmap. Drive a strong understanding of customer investigation and guidance needs. Identify gaps and opportunities to develop best practices/guidance to enable current customer use cases for Flatiron data products.
• Help design and manage customer experience of Flatiron R packages to drive ease of use for data user’s common research analyses
• Be in frequent conversation with customer contacts, ensuring they are well equipped to leverage Flatiron data and drive adoption of Flatiron data and tooling internal to their 
• Occasionally travel to client onsite meetings and/or support meetings outside of U.S. business hours for international clients

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 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) 
• 3-7 years of cumulative customer success, customer service or account management experience
• 3-7 cumulative years of operational or product experience (e.g. event planning, project management, executive assistance work) with a passion for bringing order to ambiguity
• 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.

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)

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.