About Fabric

Fabric is building a technology enablement layer to power hybrid care that helps patients seamlessly transition between virtual experiences and physical sites of care. Our technology offers patients greater choice and convenience, offers providers improved efficiency, and still boosts the bottom line for health organizations. We use top clinical data plus technology built around people to create better healthcare experiences. At Fabric, we are a team of unconventional thinkers who are heralding change in an industry that badly needs disruption.

This is a full-time remote role. The Customer Success Manager is a post sale consultative partner that will focus on developing and managing strategic customer relationships, primarily within the payer and employer segments of healthcare. The highly consultative role requires strong verbal and written communication skills, confidence in articulating vision and value proposition, and passion towards solving customers’ unique business problems. Experience in demonstrating product value and competitive differentiators, and taking new products to market are essential in order to work alongside customers in their virtual care and hybrid care deployments. Success will be measured by key metrics: product adoption and utilization, meeting the customer’s care strategy goals, customer satisfaction, contract expansion and renewals.

DUTIES AND RESPONSIBILITIES, include but are not limited to:

• Lead, drive and own relationship with a portfolio of strategic customers within the payer and employer segments of healthcare

• Helps expand established connection points with customers with our executive, clinical, product, marketing and sales teams 

• Thoroughly understand and support each customer’s virtual care strategy and technology roadmap as they integrate with our solution(s)

• Consistently establish a position as a customer advocate and champion of the customers's care strategy; understand and translate each client’s business objectives with internal teams

• Partner with internal and external customer teams to manage a strategic and tactical plan to achieve the customers’ care strategy and roadmap

• Drive strategies with customer leads on a regular basis to measure and understand the success of existing products/services; utilize gathered data to recommend improvements or changes as needed to maximize customer experience

• Serve as the point of escalation for customer issues; ensure all concerns are addressed quickly, thoroughly and successfully

• Represent Fabric's brand and values in all interactions, including both internally and externally 

• Plan, manage, and successfully lead presentations and face-to-face meetings with key customer stakeholders including C-suite audiences, including monthly/quarterly business reviews and strategy discussions

• Constantly seek and exhibit a deep understanding of key success factors, ROI and product differentiators

• Work cohesively with cross functional  departments including Sales, Marketing, Product, Engineering, and Clinical to address requests for statements of work and other product deliverables in a timely, accurate and professional manner

• Work across teams on Request for Proposals and participate in activities to support new sales opportunities

• Successfully manage and negotiate customer contracts, and upsell value-add opportunities that result in increased adoption and higher utilization of the solution.

REQUIRED SKILLS / ABILITIES

• Strong reputation for exceptional negotiation and selling capabilities in tandem with a team mentality, within the payer and employer areas of healthcare

• Demonstration of a strong technical aptitude: as evidenced by curiosity around new technologies and eagerness to learn

• Proven ability to analyze data, diagnose client needs, make accurate conclusions and provide thoughtful recommendations

• Clear ability to think strategically and execute methodically through an entire project and client lifecycle

• A reputation for pride in personal accountability; willingness to roll up sleeves and do whatever is necessary to produce the best results for customers; general manager/owner mentality

• Demonstrated ability to develop authentic relationships and conduct substantive content discussions with key decision-makers

• Strong support showcasing the ability to expand strategic vision with executive-level decision-makers

• Deep understanding of the US healthcare system and strategy of provider organizations, including payment models, incentive structures, and market dynamics.

• Exceptional problem-solving skills with the ability to work in a rapidly-changing environment and comfort working through ambiguous situations

• Domestic travel up to 25% may be required

EDUCATION AND EXPERIENCE

• Bachelor’s degree

• Minimum of 8 – 10 years of key client consultative experience in account management, customer implementation,  strategic planning, or management consulting

• Minimum of 3 years relationship management with Payer space

• Prior experience working with Epic and other EHR's