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 Account Manager 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 to increase customer value and “stickiness” through expansion. You will upsell and cross-sell additional features to customers within your territory. 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.
Responsibilities:
- Upsell and cross-sell additional features of the FMX software
- Convert leads generated by the retention team and generate leads within assigned territory
- Present informed offers that take into account customers’ goals, needs, and recent activity
- Keep accounts in compliance with the licenses that were purchased
- Collaborate regularly with the Marketing department to produce effective campaigns
- Record meetings, phone calls, follow-ups, and miscellaneous tasks in Gainsight
- Follow upsell and expansion playbook to work an account from qualified to closed
- Collaborate with the Customer Retention Manager and the rest of the CS team to build pipeline and close deals
- Travel to customer events
Experience & Qualities:
What are we looking for in this role?
- A proven knowledge of the FMX software
- A track record of exceeding quota
- The ability to analyze and cross-reference customer goals, usage, and product setup to create custom offers that work in their favor
- Advanced in Microsoft Office, specifically Microsoft Excel
- Excellent at building and nurturing 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 prioritize and manage time effectively
- Flexibility to occasionally work outside of our FMX standard operating hours
- Effective communication skills and the ability to build rapport with customers and executives
- Experience transforming customer conversations into business-driving relationships
- An innovative way of thinking to creatively solve problems
- A positive, customer-centric attitude
- Self-motivation to complete work in a timely manner
- Commitment to continuous improvement and are coachable
- Effective presentation and negotiation skills
- Embodiment of our core pillars: We value our work ethic, we are disciplined in our processes and responsibilities, we are coachable and seek out constructive criticism, we value results and are performance-driven, we treat each other and everyone we meet with respect and integrity.
