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!
The Customer Success Manager 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 successful implementation. You will serve as the point of contact for accounts during the FMX implementation process, working to understand their current processes, pain, and future goals. You can expect to dedicate 10% of your time to support, 10% to specific projects, and 80% to client onboarding. 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.
As a Customer Success Manager, you will:
- Guide customers through the implementation process and understand the organization’s current processes, pain points, and goals
- Serve as the dedicated point of contact for accounts during the implementation process and own the overall customer relationship by increasing adoption and satisfaction
- Maintain and enforce a 60-day implementation process
- Collect and document success stories, quotes, and key use cases from customers and report them to the Marketing team
- Record implementation meetings, phone calls, and miscellaneous tasks in Gainsight
- Conduct form configurations as necessary for new and existing customers
- Expect 25% of your time to be spent traveling for onsite implementation meetings or training sessions
Experience & Qualities:
What are we looking for in this role?:
- A proven advanced knowledge of the FMX software
- Advanced in Microsoft Office, specifically Microsoft Excel
- Experience building and nurturing relationships, both internally and with customers
- A consistent high standard of integrity and ethical behavior
- 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
- Ability to be flexible and occasionally work outside of our FMX standard operating hours
- An innovative way of thinking to creatively solve problems
- A positive, customer-centric attitude
- Self-motivation and ability to complete work in a timely manner
- An expert on the FMX implementation and onboarding process
- A match with 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.
The hiring process for this role: - Apply! Submit your resume and answers to the application questions via the Workable portal.
- Phone screen with HR: 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 Manager of Customer Success Management and Director of Customer Success. 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, a great time for you to ask questions about the expectations for this role, team culture, etc.
- Final Interview: A 30-minute conversation with the VP of Customer Success.
