Head of Digital Trials Client Solutions

Reimagine the infrastructure of cancer care within a technology and science community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem.
We're looking for a Head of Digital Trials Client Solutions 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
Our innovative suite of digital trials offerings are playing a key role in powering more efficient and representative clinical trials for research sites, sponsors and patients. In this role, you'll be accountable for delivering positive customer experiences for biopharma and CRO partners who engage with Flatiron on the use of our digital trial technology and services - specifically our offerings to support clinical trial protocol optimization, site and patient identification and streamlined acquisition of clinical trial data from investigator sites. You'll be responsible for delivering continuous improvement against key performance metrics related to both ensuring positive customer experiences and financial sustainability of our customer delivery operations. In this capacity, you will oversee several functions responsible for the delivery of our digital trials technology and service offerings - including Client Project Management, Technical Solutions and Customer Support. You will also work closely with cross functional colleagues responsible for sales, research site partnerships, product management, engineering, clinical, clinical data, quantitative sciences and quality, among others. You'll report to the General Manager of Clinical Research.
More specifically, you will:

• Be responsible for mapping out the customer journey related to delivery of our digital trial technology and services offerings and orchestrating the various cross-functional teams and hand-off processes required to deliver positive customer experiences
• Ensure continuous improvement in customer satisfaction and customer delivery operations across all aspects of the engagement life cycle, from pre-contract scoping, feasibility and planning to project execution and close out
• Build and lead high performing teams accountable for the delivery of positive customer experiences that drive customer retention and repeat business; including delivery against key performance metrics (e.g., client satisfaction among our biopharma and CRO customers, customer retention and repeat customer rate)
• Build best in class capabilities specific to project scoping & feasibility, client project management, client communications, scope management, customer support as well as configuration and implementation of our technology to meet client expectations
• Be accountable for the productivity of client solutions and cross-functional project delivery resources and building delivery processes that efficiently scale; including delivery against key performance metrics (e.g., project and portfolio level gross profit margin)
• Build and maintain direct relationships with peers at key customers to promote and cultivate long-term collaborative partnerships
• Collaborate with other functions to proactively identify problems and/or issues impacting the customer journey and then effectively co-develop and execute against solutions
• Help identify new business opportunities within existing customers and assist with development of proposals for new business; including delivery against key performance metrics (e.g., lead generation from existing customers)

Who You Are
You're a proven leader with 10+ years of experience in the delivery of clinical research technology and services, client solutions and/or in customer facing leadership roles at relevant companies. You have experience building and leading teams and pride yourself on being a strong people manager. You're a kind, passionate, action oriented and collaborative problem-solver who values the opportunity to think beyond the way things are. In addition:

• You have experience operating in and have delivered impact in situations with high ambiguity
• You have the ability to translate a deep understanding of customer needs into meaningful processes and solutions that deliver value to customers
• You have experience in operations within the healthcare industry and a proven track record defining strategy, designing, building and scaling customer facing functions throughout your career
• You bring hands on operational expertise, customer focus and relevant industry perspective
• You are experienced in clinical trial technology platforms and/or have experience managing teams responsible for the implementation and configuration of relevant technologies
• You are comfortable leading teams that operate in a highly regulated environment and ideally you have familiarity with GCP, HIPAA, 21 CFR Part 11 guidelines

Extra credit

• You have direct experience and a proven track record of delivering impact in a startup environment

Where You'll Work
In this hybrid role, you'll have a defined work location that includes work from home and 2-3 office days set by you and your team with the option of being Flex or Office. For more information on our approach to hybrid work as well as our work type options, 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 Diversity in the workplace.
Job Compensation Range
Salary Range: $204,000.00 - $306,000.00
Preferred Primary Location: NYC Headquarters
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.