Customer Communications Specialist/Manager

| Greater NYC Area

The Customer Success team is dedicated to building irreplaceable relationships with customers. The Customer Communications Specialist or Manager will work on providing our customers, our team and cross-functional stakeholders with critical information in a clear and compelling way.

This role will initially focus on information shared with customers and internally as part of our Incident Management process. Working closely with technical stakeholders, the Technical Incident Manager for the relevant issues, and the Customer Success team, the Customer Communications Specialist or Manager will ensure that timely and clear communications are shared both externally and internally and will take ownership of the process and tooling involved in sharing these updates.

Additionally, the Customer Communications Specialist/Manager will partner with our Marketing team to establish Flatiron’s customer voice and communication guidelines. Once established, they will design and implement a process for surveying the broader communications that are shared with our customers through the Customer Success teams (Accounts, Support) and identifying the highest priority areas to refine and standardize our communications. Opportunities may include support case responses, responses to commonly asked Accounts questions, proactive outreach to our customer base, templates for Success teams, or ad-hoc notifications and requests that go out to our customers through our Customer Success teams. The Specialist or Manager will also own communication of priorities back to the relevant stakeholders.

More broadly, the Customer Communications Specialist or Manager will have the opportunity to collaborate closely with key cross-functional partners including TechOps, Marketing, Provider Operations in defining and utilizing Flatiron’s “voice” with customers that conveys our commitment to partnering with our customers, and our understanding of their demanding work, and that helps to build customer trust in the Flatiron brand.

Candidates for Customer Communications Specialist/Manager will excel in written and verbal communication, cross-functional collaboration, relationship-building and project management. The role requires a clear, concise and well-structured writer, exceptional organizational skills, resourcefulness, and a passion for addressing the most complex challenges our customers face.

Responsibilities:

  • Write, share and obtain sign-off on key communications for our customers
  • Share all Incident-related communications with customers and internal stakeholders within relevant service-level expectations
  • Own the process and tooling for sharing key updates with our customers and internally
  • Prioritize most important customer communication needs currently owned by Customer Success
  • Develop roadmap for completion of highest priority customer communications and socialize broadly with relevant stakeholders
  • Collaborate closely with key stakeholders (TechOps, Marketing, Customer Success and broader Provider Ops in particular) to define scope and priorities, and identify broader opportunities to define and utilize Flatiron’s customer “voice”

Requirements:

  • Bachelor's degree
  • Experience required varies by role level:
    • Specialist:
      • 2+ years experience in a customer-facing role or in customer support, communications, consulting or account management in healthcare, including:
        • Collaborating and communicating with a wide range of clients
        • Developing detailed subject-matter expertise, and communicating clearly to a range of external and internal stakeholders
    • Manager:
      • In a customer-facing role or in customer support, communications, consulting or account management in healthcare, including:
        • Collaborating and communicating with a wide range of clients
        • Developing detailed subject-matter expertise, and communicating clearly to a range of external and internal stakeholders
        • Project managing complex initiatives with customers and colleagues
  • Ability to translate complex concepts into simple, plain english and develop clear, well-structured and data-driven communications, while working in a fast-paced, demanding start-up environment
  • Exceptional written and verbal communication skills
  • Able to collaborate with and influence a diverse set of stakeholders
  • Ability to effectively identify what’s important and effectively prioritize competing projects, and ability to keep others in the loop on evolving priorities
  • Excellent time management
  • Passionate about our mission to improve healthcare through technology
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Flatiron Health has returned to Soho. We're right next to Trader Joe's! Soho is filled with boutiques, fancy chain stores and art galleries.

An Insider's view of Flatiron Health

What’s the vibe like in the office?

The most exciting part of being in my company is solving a real problem at scale through serious collaboration. Oncologists, software engineers, statisticians, business folks, etc. all have to come to the table together, as equals, to figure this one out. And we are doing it.

Amy

Chief medical Officer

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineering

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron’s holistic employee experience program translates our values into reality. We cater to the well being of our employees both mentally and physically to promote a culture where wellness is at the forefront. By managing weekly mental wellness programs, monthly office wide fun and fitness classes, we give employees the opportunity to directly incorporate a mindful balance into their day to day life.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Daily catered meals
Stocked Kitchen
Endless snacks & beverages
Happy Hours
Professional Development Benefits
Job Training & Conferences
Robust learning & development curriculum. Participate at industry events.

Additional Perks + Benefits

On a monthly basis, we host a Wellness Day that includes massages, manicures, and meditation sessions. We often set up booths for local wellness organizations and fund on site and off site fitness classes. We also host a bi-weekly meditation in the office.

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