Customer Operations Analyst

Job Description

Customer Operations Analyst | Flatiron Health

The Tone:
This is a hybrid role at Flatiron Health, located in the United States. Flatiron Health is dedicated to reimagining the infrastructure of cancer care, working within a community that values integrity and inspires growth to create a modern, connected oncology ecosystem. This role is essential for supporting both operational infrastructure and direct customer relationships, enabling the company to improve and extend lives by learning from the experience of every person with cancer. You will be a key changemaker in advancing cancer care through technology.

The TL;DR
• Role: Early Career
• Type: Hybrid
• Location: Hybrid United States

• Team: HC Customer Success Team, supporting Customer Success leadership and collaborating with Product, Customer Support, Engineering, BizOps, Marketing, Operations, Legal & Regulatory, and Implementation.
• Mission: Support the scaling of operational infrastructure and enable the customer network to thrive by providing both direct customer relationship management and operations support.
• Tech Stack: Excel/Google Sheets, Generative AI workflows

What You’ll Actually Do
• Customer Contact: 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.
• Project Coordination: Coordinate project management and contracting for new integrations and renewals for your assigned customer segment.
• Cross-functional Support: Support cross-functional projects by collaborating with Product, Customer Support, Engineering, BizOps, Marketing, and Legal & Regulatory teams.
• Data Compilation: Support Customer Success leadership by compiling network metrics, such as KPIs and product feature adoption, to maintain clean dashboards for account data and renewal metrics.
• Administrative Assistance: Execute essential administrative duties and provide direct tactical support to Customer Success leadership, including updating Customer Success playbooks.

The Must-Haves
• Background: Bachelor’s degree with 0–1 year of experience in customer success, operations, consulting, or project coordination.
• Experience: 0–1 year of professional experience focused on customer interaction, operational support, or project coordination functions.
• Skills: Proficient in data manipulation tools such as Excel/Google Sheets, strong written and verbal communication skills, well-organized, detail-oriented, and effective time management.
• Bonus: Experience in healthcare, SaaS, or GTM/revenue operations; strong curiosity and baseline literacy in leveraging generative AI workflows to automate tasks.