Customer Success Manager

November 16

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fabric

WebsiteLinkedInAll Job Openings

eCommerce • commerce • retail

51 - 200 employees

🛍️ eCommerce

🛒 Retail

☁️ SaaS

💰 $140M Series C on 2022-02

Description

• 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.

Requirements

• 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