About Fabric

About the role

This is a full-time remote role, reporting to the SVP, Customer Solutions.  The Account Director is a strategic business leader who will primarily establish, own and manage a portfolio of existing clients, focused on driving revenue and best practice adoption in the Health System space. The Account Director will achieve this by understanding our customers’ challenges and recommending tailored solutions by delivering strategic advice to drive client success, customer education and, in turn, their overall satisfaction as evidenced by renewal and cross expansion.  The ideal candidate will have an appetite for identifying and executing opportunities to drive strategic partnerships for renewals, cross-sell / up-sell growth and success, and an ability to thrive in a centralized sales environment where the candidate can identify and unlock opportunities for growth and showcase analytical skills. 

• Cultivate powerful client relationships that deliver impactful results on ambitious expansion growth targets

• Align with C-level executives as a strategic trusted consultative advisor. Understand their clients’ culture, capabilities, team structure, decision-making process, and take decisions to ensure success for the client

• Responsible for ensuring that all delivery teams engaged on accounts are upholding the quality on client deliverables and that we are meeting our contractual obligations to the client

• Effectively manage upsell / cross sell sales pipeline to identify and prioritize business opportunities, including but not limited to, developing and managing short-and-long-term account plans reflecting a strong understanding of customers’ business objectives and needs  

• Guide clients through their challenges by delivering consultative support and education on our products

• Become the lead point of contact for all matters specific to your portfolio of clients and foster long-term strategic relationships 

• Analyze data and identify trends to secure and/or optimize customer results

• Collaborate with internal teams and co-manage work streams with expectations of actively contributing to the overall team goals and development

• Clearly communicate the progress of key monthly, quarterly and annual  initiatives (including Quarterly Business Reviews) to internal and external stakeholders, including the ability to synthesize feedback and accordingly adjust as needed

Qualifications

• Bachelor’s Degree in a relevant field or equivalent work experience

• 6-8 years of previous experience in [health tech] account management, customer success, or consulting role

• Proven track record building businesses in professional services centered on digital transformation in the healthcare industry.  Examples of experience include, but are not limited to, consulting, managing and building relationships, identifying prospective buying points, developing tailored marketing/sales strategy, leading pursuit teams, creating and presenting proposals, and securing new business

• Mastery of the Healthcare sector with an aptitude for trends, challenges, opportunities and disruptors to aid industry navigation and position us as a trusted leader in the space

• Proven experience securing significant growth of cross sell/ upsell technologies and services with a current Health System

• Ability to build trust and drive executive level conservations with clients through a proactive consultative sales approach

• Strong relationship building - including refined interpersonal and communication skills - with ease presenting, collaborating and working effectively with a team

• Collaborative approach with an ability to adapt to a fast-paced, work environment with a passion for making an impact in healthcare

• Demonstrated critical and analytical thinking, and data analysis resulting in delivering actionable insights and recommendations

• Project management with high attention to detail and minimal direction  

• Ability to prioritize work, manage complex work streams, focus on impact and take initiatives

• Domestic travel up to 25% may be required

• Familiarity with new innovative healthcare technologies or EMR platforms is a plus