Associate, Customer Success - Clinical Research

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem.
We're looking for a Network Operations Associate, customer success within the Clinical Research Business Unit (CR BU) 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
In this role, you'll work with the Research Network Operations team to help drive Flatiron's efforts in driving product enablement and engagement with end-users of our clinical research products and offerings. You'll do this by deeply understanding workflows, end-user needs and how technology can be built and implemented to make these projects successful. You'll also...

• Be the primary point of contact for research teams at Flatiron Clinical Research Network sites, partnering with several cross-functional teams such as Account Management, Product Operations, Product Marketing, Product and Design teams to drive engagement with our site-facing research products and offerings
• Drive the success of our prospective clinical study work, working closely with the internal teams that coordinate these studies and driving interest and participation with the external research teams that will execute these studies
• Partner with research teams at Flatiron Clinical Research Network sites to implement new features, workflows and products, and optimize the way these sites currently use the tool
• Support research teams at Flatiron Clinical Research Network sites by understanding their technology gaps and internal priorities, and bringing the site perspective internally to help product teams prioritize roadmaps
• Support internal initiatives to operationalize our approach to end-user engagement and enablement
• Collaborate on initiatives that drive deeper site engagement and track the performance of these initiatives by looking at end-user behavior
• Collaborate with Clinical Oncology to ensure appropriate clinical oversight and workflow insights are incorporated to all aspects of prospective clinical trial projects and feature work
• Travel approximately once a month across the United States on an as needed basis

Who You Are
You're a self-starter with 1-3 years of experience in a customer-facing role within clinical research. You're a kind, passionate and collaborative problem-solver who values the opportunity to roll up your sleeves and tackle meaningful problems.

• You have a Bachelor's Degree or equivalent practical experience
• You have strong client management management/customer success skills
• You are familiar with clinical trials operations and associated clinical trial technologies
• You are comfortable explaining product workflows to clients with varying levels of expertise
• You are a storyteller with excellent communication, organizational, and analytical skills
• You have incredible project management and operations skills, with strong ability to keep projects and processes on track, maintain accountability, all while building strong relationships with internal and external stakeholders
• You're excited to work side-by-side with colleagues across functions, including those with technical and clinical backgrounds
• You're intellectually curious, with outstanding problem-solving skills

• You have a nose for value; able to effectively prioritize in a challenging, time-sensitive environment
• You're passionate about our mission to improve healthcare through technology

Extra Credit

• Experience managing clinical trials at community oncology sites, such as at a clinical research organization, clinical trials network, or similar
• You are familiar with regulatory guidance relevant to clinical trials and human subjects protections (e.g. ICH-GCP, GMP, HIPAA, IRB requirements)

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.
Preferred Primary Location: Durham hub
The annual pay range reflected above for this position is based on the preferred primary location of the role which is listed in the job description. Salary ranges for other locations vary from the range reflected above. Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual bonus and equity may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.