Customer Operations Analyst

Flatiron Health is working to modernize and connect the oncology care ecosystem through technology. The Customer Operations Analyst will support the Healthcare Customer Success Team in a hybrid role spanning customer relationship management, operations support, account metrics, integrations, renewals, and cross-functional initiatives.

What you'll do:

• 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

What they're looking for:

• 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
• 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

Benefits:

• Hybrid work arrangement with work from home and 3 office days set by you and your team
• Flexible work hours
• Flexible paid time off
• 401(k) contribution
• 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
• Support for continuous learning