Customer Success Specialist - 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 Customer Success Specialist 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

Flatiron’s Real-World Evidence (RWE) solutions are helping life science companies accelerate oncology R&D, design clinical trials, attain regulatory approvals and much more. The Client Solutions team plays an instrumental role in designing and delivering fit for use data and services that serve our customers needs, configuring and executing on the solution, and ensuring customers derive maximum value from it. You will be the “go to” resource to help customers navigate Flatiron guidance. 

The ideal candidate is highly analytical, customer obsessed, comfortable with ambiguity and brings a track record of removing both technical and logistical roadblocks to meet customer needs. In addition, you'll also:

• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities 
• Investigate, solve and prioritize technical, data, and publication-related questions about our Real-World Evidence products alongside Product Managers, Research Oncologists, Life Science Partnerships, Clinical Data experts, etc. 
• Communicate with customers via email, phone, and video conferencing to provide overall customer satisfaction 
• Customer portal provisioning and management
• Properly manage and document all work performed as part of ticket queue management

Who You Are

You are skilled in account management, analytical thinking, structured communication and excited about learning and becoming an expert of the Flatiron ecosystem. You're excited by the prospect of rolling up your sleeves to tackle meaningful problems each and every day. You’re a kind, passionate and collaborative problem-solver who recommends improvements and alternative solutions to resolve problems. You value the chance to make an important impact. 

• You have at least 1 year work experience in healthcare, ideally customer success, customer service or account management 
• Proactive and self-motivated, have excellent written and verbal communication skills, attention to detail, and strong business acumen 
• Strong customer empathy and passion for driving revenue and growth 
• Possess familiarity with one or more programming languages used in the operation of relational databases and statistical analysis (e.g., SQL)
• Bachelor's degree or equivalent experience
• Experience working on cross-functional teams
• Passion to fight cancer

Extra Credit

• Experience or coursework in a quantitative discipline such as biostatistics, epidemiology, applied statistics, health economics, or a related discipline
• Experience working with partners in biopharma industry 
• Oncology/hematology experience
• Experience in adult or child education (e.g., prior teacher, technical trainer) 

Where you’ll work

In this hybrid role, you’ll have a defined work location that includes work from home and 3 office days set by you and your team. For more information on our approach to hybrid work, please visit the how we work website.