Customer Outcome Manager, SMB

Are you a self-starter who thrives on making a difference in the lives of others? Do you love building meaningful rapport with clients? Are you looking to make a splash as a part of a small but growing team? Then we’re looking for you!

We’re looking to expand our Customer Success team so that we can continue to grow, while ensuring that our current clients have access to the best FMX experience possible. 
The Customer Outcome Manager, SMB role is a part of the Customer Success team, otherwise known as FMX’s secret weapon. We stand-out in the industry due to our best-in-class Customer Success, which has earned us a 98% customer satisfaction rating! The main objective of this role is customer retention at scale. You will serve as the point of contact for SMB accounts post-implementation, working to ensure satisfaction and proper adoption of FMX, while designing and implementing the SMB program.  You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way.

Requirements

Responsibilities:

As the Customer Outcome Manager, SMB, you will:

• Serve as the dedicated point of contact for SMB accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction 
• Design and implement programs to serve SMB customers at scale, including but not limited to webinars and office hours
• Identify leads for upsell and cross-sell of additional features of the FMX software
• Record meetings, phone calls, follow-ups, and miscellaneous tasks in Planhat
• Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX 
• Travel to customer events

Preferred Experience & Qualities:
What are we looking for in this role?:

• A proven knowledge of the FMX software
• Experience in Microsoft Office, specifically Microsoft Excel
• The ability to build and nurture relationships
• The ability to effectively communicate with customers, while empathizing and understanding what success means to them
• An understanding of when to proactively reach out to customers
• Proficient in the basics of Salesforce data schema and configuration
• The ability to be flexible and occasionally work outside of our FMX standard operating hours 
• Strong communication skills and the ability to build rapport with customers and executives
• An innovative way of thinking to creatively solve problems
• A positive, customer-centric attitude
• Self-motivation and time management skills
• Commitment to continuous improvement and are coachable
• Effective presentation and negotiation skills
• A match with our core pillars: Integrity, Teamwork, and Excellence
  
  

The hiring process for this role:

• Apply! Submit your resume and answers to the application questions below via the Workable portal.
• Phone screen with People Ops: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc.
• Hiring manager conversation: A 60-minute conversation with the hiring team. Be prepared to discuss your background as well as what you’re looking for in your next role and what direction you see your career path taking. Also, this is a great time for you to ask questions about the expectations for this role, team culture, etc.
• Final Interview: A 30-minute peer interview with members from the Customer Success team.
• Questions for you from the team on your background, as well as time to discuss the day-to-day responsibilities and team culture.
• Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. New hires are also expected to work onsite at our Columbus, OH office during their first week to complete onboarding and connect with the team in person.

Benefits

FMX Benefits and Life at FMX:

• You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company.
• Competitive benefit