Note: The job is a remote job and is open to candidates in USA. Primum is a healthcare technology company working to help community oncologists make more informed and effective treatment decisions for cancer patients. The Operations and Customer Success Manager will lead day-to-day product workflows, provide high-touch support to clinician users, manage communications and payments, and build relationships with the medical professional community.
Responsibilities
- Execute key product workflows that are not yet fully automated (e.g., welcoming and onboarding new users, ensuring users are receiving timely responses, manning the anonymous channel, tracking and managing incentive payments to users)
- Identify inefficiencies, incrementally improve the processes while moving toward long-term solutions and automations
- Maximize the use of both internal and external tools and processes to scale operations effectively
- Be the primary point of contact for users—primarily oncologists—delivering superior white-glove support
- Proactively oversee financial payments to users, such as stipend and honoraria, through rigorous management of payment account setup and modifications
- Resolve user issues quickly and empathetically
- Proactively engage users to ensure they are realizing value and feel supported
- Manage outbound communication to users, partners, and the broader community via email and social media
- Maintain the Primum brand, emphasizing a high level of care and diligence in all communications
- Coordinate logistics, prep materials, and be a primary presence at conferences and events
- Build trusted relationships with our core user base of medical clinicians through individualized outreach via email and phone/video
- Surface feedback, product ideas, and insights to the rest of the team
Skills
- • Strong execution mindset – You're comfortable doing what needs to be done, even if it's manual, messy, or undefined
- • Details matter – You are energized by digging into the details, following the trail wherever it leads, and relentlessly getting to a solution
- • Curious and resourceful – Learning is at your core, you enjoy discovering new tools and finding better ways to do things
- • Empathy-driven communicator – You can communicate clearly and kindly with highly skilled professionals
- • Customer-first – You thrive on creating a delightful experience for users and going the extra mile
- • Independent and adaptable – You're comfortable working with limited structure and thrive in startup environments
- - Location: Remote/In-person (In-person is highly preferred)
- • Experience with technical products, operations, or customer success is a strong plus
- • Familiarity or comfort engaging with clinicians or healthcare professionals is a bonus
- - Experience Level: 2-5+ years in operations, customer service role
Benefits
- Remote/In-person (In-person is highly preferred).
Company Overview