At a Glance
- Tasks: Lead a team to enhance customer experience in cancer care and streamline onboarding processes.
- Company: Join Flatiron Health, a leader in modern oncology solutions.
- Benefits: Flexible work hours, comprehensive benefits, and support for mental well-being.
- Other info: Hybrid work model with opportunities for continuous learning and growth.
- Why this job: Be a changemaker in cancer care and make a real difference in patients' lives.
- Qualifications: 4+ years in customer success and experience managing teams.
The predicted salary is between 45000 - 55000 £ per year.
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 Manager, Customer Experience 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?
What You'll Do
The Global Evidence Enablement team empowers Flatiron’s clients and internal teams with the knowledge required to confidently unlock the full value of our complex real-world evidence (RWE) solutions. Within Enablement, the Customer Experience (CX) function owns Knowledge Distribution—driving post-signature customer engagement, frontline support operations, onboarding programs, and training delivery.
As the Manager of the Customer Experience function, you will lead a team of Customer Success Specialists responsible for post-signature enablement workflows. You will bridge customer needs with seamless onboarding, rapid time-to-insight, and exceptional support.
In addition, you will:
- Team Leadership & Operational Execution
- People Management: Direct, coach, and develop a team of Customer Success Specialists handling post-signature support operations, client training logistics, and offline question support.
- Playbook Ownership: Document, refine, and maintain operational playbooks and standard operating procedures (SOPs) for CX workflows to ensure team alignment and operational consistency.
- Process Optimization & Automation: Identify operational bottlenecks in CX touchpoints; partner with the Knowledge Management (KM) function to propose business requirements for platform automations (e.g., ticket routing, automated user access) and adopt updated automated workflows.
- Knowledge Distribution & Customer Touchpoints
- High-Touch Enablement: Oversee execution of dedicated client support activities, ensuring proper cross-functional staffing (Research Oncologists, Research Scientists, Product) and high-value customer interactions.
- Frontline Support: Manage offline question support triage system, ensuring rapid SLAs and routing complex scientific or data queries to appropriate SMEs or cross-functional leads.
- Client Onboarding & Data Trainings: Lead the execution of customer data training programs and new-user onboarding journeys.
- Continuous Improvement Loop
- Feedback-to-Documentation Flywheel: Systematically capture recurring questions and support trends, feeding structured insights to support the creation of Knowledge Center articles.
- Customer Voice & Metrics: Oversee customer satisfaction tracking (NPS, CSAT, post-training surveys). Analyze trends and communicate structured customer feedback to inform roadmap priorities.
Who You Are
You're a kind, passionate and collaborative problem-solver who values the opportunity to think beyond the way things are. In addition, you're a customer-obsessed, operationally minded leader with 4+ years transforming customer interactions into structured operational improvements and experience managing frontline teams.
4+ years of experience in Customer Success, Customer Experience, Client Enablement, or Support Operations in RWD/RWE, pharmaceutical or healthcare industry. 1–2+ years of direct people management experience, with a track record of coaching team members and driving operational excellence. Demonstrated ability to document operational playbooks and partner with technical teams to implement process improvements. Comfortable learning complex oncology data models, methodology concepts, and software tools, with a knack for translating technical nuance into clear client communications. Passionate about delivering exceptional customer experiences; skilled at leveraging quantitative data to identify systemic improvements. Experience with or eagerness to learn customer support and enablement platforms (e.g., Zendesk, Jira, Okta, Airtable) and AI-assisted workflow tools.
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.
Life at Flatiron
At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer:
- Work/life autonomy via flexible work hours and flexible paid time off
- Comprehensive compensation package
- 401(k) contribution to help you reach your retirement planning goals
- 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
In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate inclusion and belonging in the workplace.
Manager, Customer Experience in Durham employer: Flatiron Health
Flatiron Health is an exceptional employer, dedicated to harnessing data for good in the healthtech sector. With a strong focus on employee growth and collaboration, we offer a dynamic work culture that encourages innovation and meaningful contributions. Located in vibrant cities like New York and San Francisco, our teams benefit from a supportive environment that values diverse perspectives and fosters professional development, making it an ideal place for Cloud Network Engineers to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flatiron Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flatiron Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Experience in Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flatiron Health:Your cover letter is your chance to shine! Tell us why you want to work at Flatiron Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flatiron Health!
How to prepare for a job interview at Flatiron Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
