Head Of Solutions Management, Customer Experience [Real-World Evidence]
New York, New York, Us
Business lead responsible for P&L associated with Customer Experience products and services for Flatiron Health’s Real-World Evidence (RWE) Businesses, including scaling a direct team of Solutions Managers, Quantitative Scientists, Data Insights Engineering and Oncologists from 2 to 15, with partial resourcing from >100 additional Flatiron employees annually and external vendors (e.g. ZenDesk, consultants). Developed and deployed products and professional services that make up the most effective and differentiated customer experience model in the industry. Related solutions are actively used by researchers internationally within Life Sciences, Academia, not-for-profit and in collaboration with the U.S. Food and Drug Administration, NICE and HTA bodies.Regularly owned decisions impacting small and large partnerships (e.g. in the single to tens of millions of dollars in ACV).Achieved among highest possible team engagement and team professional development scores as measured by Culture Amp Engagement surveys and direct reviews (from up to 11 direct reports).Oversaw creation of mechanisms for the entire organization to understand and act on customer workflows, feedback and behavior across pre-existing customer touch points, user research, NPS, and behavioral tracking (e.g. channel engagement). Contributed to internal and external research (e.g., to understand RWD representativeness and assess impact of analytic and product decisions on scientific insights).Oversight areas included: product deployment (e.g. rollouts, early access/beta design, user feedback programs) and efforts to scale how Flatiron reaches and equips its core user base, data scientists, with methodological guidance and tooling (e.g. support, dashboards, R packages, technical training and documentation).[Bullets represent increasing scope of work from 2018 through 2023]