About Fabric

About the role

This is a full-time remote role, reporting to the SVP, Customer Solutions. The Customer Success Manager is a post sale consultative partner that will focus on developing and managing strategic customer relationships, primarily in the Health System space. Proven experience managing executive level relationships, preferably with Health Systems, is critical. This 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, and renewals/expansion.

What you'll do

• Own and cultivate relationships with a portfolio of strategic customers

• Help expand established connection points with customers alongside 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 and be able to package our product’s nuances in easily digestible pieces to the customer

• 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; suggest desired features and/or enhancements to our internal teams

• 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

• Display 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 SOW’s and other product deliverables in a timely manner

Qualifications

• Bachelor’s Degree in a relevant field or equivalent work experience
• Minimum of 5-7 years of key client consultative experience in customer success, account management, customer implementation, strategic planning, or management consulting

• Minimum of 3+ recent years of relationship management within Healthcare IT and/or hospital / health systems

• Prior experience working with or integrating with Epic and other EHR's

• Strong reputation for exceptional negotiation and selling capabilities in tandem with a team mentality, a track record of sharing knowledge and desire to strengthen skills within the organization

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

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

• 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

• 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