Customer Support Associate

Our story

We’re a fast growing, Series A stage healthare AI company building a clinical operating system for MSK practices. We are revenue generating and are looking to carefully expand the team to help us scale to 1,000,000 patients and beyond!

The team is headquartered in NYC with a satellite office in Vancouver, BC. Much of our engineering team is remote - distributed throughout the US and Canada.

We live in Notion docs, Slack channels and Github with weekly meetings over Zoom. Meetings may feature honorary advisors, MedTech execs, and, if we’re lucky, Will’s cat or our Chief Pup Officer.

As Flagler continues to grow, there is a unique opportunity to build the foundations of data and infrastructure to help the product and company reach our full potential. This is where you come in — to design and build reliable, trusted, and timely analytics that accelerate the decision-making process of key product and business functions. You will have a strong impact on the roadmap and growth trajectory of our company.

As a Customer Success Associate, you will be the primary point of contact for a portfolio of provider groups, helping them onboard, implement, and continuously maximize the value of Flagler’s services. You will work closely with customers to ensure exceptional service, customer satisfaction, and retention, and with internal teams to create and improve operational workflows. This role is ideal for someone who thrives in a fast-paced, relationship-driven environment and is passionate about making a positive impact on healthcare providers.

Key Responsibilities

Client Relationship Managemen
• Develop and maintain strong relationships with provider groups, ensuring high levels of satisfaction and long-term retention

Onboarding and Implementation
• Guide new clients through the onboarding process, ensuring a seamless and effective implementation of Flagler’s platform and services

Reporting and Impact Communication
• Create and present monthly reports to clients that demonstrate Flagler’s impact on their operations, showcasing measurable outcomes and growth

Customer Feedback Loop
• Collect and relay client feedback to Flagler’s leadership team, contributing to the ongoing improvement of our services and platform

Cross-Functional Collaboration
• Work closely with the sales, technical, and business operations teams to ensure a smooth and cohesive customer journey from onboarding to ongoing support

Inbound Customer Requests
• Respond promptly to client inquiries and resolve any ad hoc clinic or patient issues, ensuring a positive and seamless experience for all stakeholders

Operational Efficiency
• Identify, implement, and automate workflows with the Operations and Technical teams based on customer and internal needs

Qualifications
• 2+ years of experience in account management, consulting, operations, or related roles, preferably in the healthcare or technology sectors
• Strong communication skills, with the ability to present complex information clearly and effectively to various stakeholders
• Exceptional organizational skills and the ability to manage multiple accounts simultaneously
• Problem-solving mindset with a focus on using data to deliver results and enhance the customer experience
• Ability to work collaboratively across teams, including sales, technical support, and operations

• Experience with CRM tools and customer success software is a plus

Hiring Process

Due to the high volume of applications, we only reach out to candidates selected for interviews.

Our values

We spend at least as much time with our co-workers as we do with our closest friends + family; if we intend to do the most important and challenging work of our lives, it’s important that these folks energize us, support us, inspire us, and push us to do our best work.

This is what you can expect of your teammates at Flagler:

• Persistence + ownership of outcomes: We wear many hats and aren’t afraid to run through walls to solve hard problems.

• Personal + professional growth: We push ourselves to learn new things and embrace challenges, even if it means that we sometimes fail.

• Don’t take things personally: We value and react quickly to constructive feedback.

• Speed is our ally: In the fast-paced world of startups, we understand the value of moving swiftly. We thrive on the adrenaline of working rapidly.

• Be Right: We are highly detailed oriented and try to be right, a lot.

Hiring Process

Due to the high volume of applications, we only reach out to candidates selected for interviews. We do not have online leetcode assessments as an initial filter, so we only reach out to very few candidates for initial introduction.

Company Benefits

We'll treat you well. If any other benefits are important to you, we'd love to know

• Competitive Salary & Meaningful Equity based on experience

• Unlimited PTO

• Health, dental, vision

• 401k

• Annual team offsite