Customer Operations Analyst

In this role, you'll work within the HC Customer Success Team. This is a distinct hybrid role split 50/50 between operations support and direct customer relationship management.

Serve as the primary point of contact for a segment of accounts, establishing rapport with customers and ensuring inquiries are resolved in a timely manner

Coordinate project management and contracting for new integrations and renewals for your customer segment

Support cross-functional projects with our Product, Customer Support, Engineering, BizOps, Marketing, and Legal & Regulatory team

Develop working knowledge on the workflows of our primary product offering, OncoEMR

Support Customer Success leadership by compiling network metrics (e.g., KPIs, product feature adoption) to maintain clean dashboards for account data and renewal metrics, in partnership with your team lead and cross-functional teams

Update Customer Success playbooks as directed by your team lead

Execute essential administrative duties and provide direct tactical support to Customer Success leadership

This is a highly cross-functional role, supporting initiatives directed by Customer Success leadership, and in partnership with Product, Customer Support, Marketing, Engineering, Operations, Legal & Regulatory, and Implementation. Ultimately, the Customer Operations Analyst will support scaling our operational infrastructure and enabling our customer network to thrive.

You’re a detail-oriented, highly organized individual with strong communication skills. You’re a kind and collaborative problem-solver who seeks and gives candid feedback, and values the chance to make an important impact. The role requires a sharp analytical mind, executing with precision, resourcefulness, and a passion for understanding the evolving community oncology space. In addition:

You have a Bachelor's degree

0–1 year of experience in customer success, operations, consulting, or project coordination (experience in healthcare, SaaS, or GTM/revenue operations is a plus)

You are proficient in data manipulation tools (e.g., Excel/Google Sheets) with a strong curiosity and baseline literacy in leveraging generative AI workflows to automate tasks

You have strong written and verbal communication skills

You are a team player who is able to take direction and execute independently

You are well organized, detail-oriented, and able to manage your time effectively

You are excited to create an exceptional customer experience

You are passionate about our mission to improve healthcare through technology

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 further details on our hybrid work approach and remote work type, please visit the how we work website.

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

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate inclusion and belonging in the workplace.