Customer Operations Analyst

Flatiron Health•New York, NY

7d•Hybrid

About The Position

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 Customer Operations Analyst to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care? 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. Customer Success 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 Operations 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.

Requirements

Bachelor's degree
0–1 year of experience in customer success, operations, consulting, or project coordination
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
Strong written and verbal communication skills
Team player who is able to take direction and execute independently
Well organized, detail-oriented, and able to manage your time effectively
Excited to create an exceptional customer experience
Passionate about our mission to improve healthcare through technology

Nice To Haves

Experience in healthcare, SaaS, or GTM/revenue operations is a plus

Responsibilities

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

Benefits

Flexible work hours
Flexible paid time off
Comprehensive compensation package
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
Continuous learning opportunities
Inclusion and belonging initiatives