Manager, Partner Solutions (Research Product Experience)

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 manage day-to-day product deployment efforts for individual product lines, 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
• Ask questions of customer feedback and engagement data that result in meaningful decisions for how to evolve our service and product offerings. Convey customer experience inputs to various levels of the organization in a digestible manner.
• Partner with Life Sciences Partnerships to customize the CX approach for partners 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 Partner Solutions, 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%)

Who You Are

• 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) 
• 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
• 3-7 years of experience working in oncology, biopharma or healthcare industries, Electronic Medical Records systems, Practice systems, or other complex systems processing healthcare or biotechnology R&D 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)

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.