Manager, Customer Experience

Flatiron Health Manager, Customer Experience 2 Days AgoSaved Hybrid Durham, NC, USA Mid level Mid levelHealthtech • Software • Biotech • PharmaceuticalLeads a Customer Experience team responsible for post-signature support, client onboarding, training, and customer enablement. Manages frontline specialists, develops operational playbooks, improves workflows and automation, oversees support triage and service levels, and analyzes customer feedback metrics such as NPS and CSAT. Partners with technical and scientific teams to translate complex oncology data concepts into effective client communications and informs documentation and product roadmap improvements.Top Skills: Ai-Assisted Workflow ToolsAirtableJIRAOktaZendesk