Customer Success Manager

About Fabric

Fabric is a health tech company that powers healthcare providers to move faster, work smarter, and deliver better care through its care enablement system. The system offers three solutions: In-Person Care Suite, Virtual Care Suite, and Engagement Suite. Leveraging conversational AI and intelligent adaptive interviews, Fabric unifies virtual and in-person care across intake, triage, routing, and treatment while automating workflows for staff. Built by a team of physicians and clinical informaticists, Fabric protocols uphold excellence in care quality while offering omnichannel access for patients. The results enable clinicians to work 2-10 times faster (dependent on setting), decrease call center volume by 15%, and increase utilization of unfilled visit blocks. Some of Fabric’s customers include Luminis Health, OSF HealthCare, MUSC Health, and Intermountain. Fabric is backed by Thrive Capital, GV (Google Ventures), Salesforce Ventures,Vast Ventures, BoxGroup, and Atento Capital.

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

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  Fabric

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