Customer Outcome Manager

Summary

Join FMX's growing Customer Success team as a Customer Outcome Manager and make a significant impact on customer retention and product development. This role focuses on post-implementation support, ensuring customer satisfaction and adoption of the FMX software. You will be the primary point of contact for assigned accounts, building strong relationships with executive-level clients. The position offers flexible working hours, remote work options, and a collaborative team environment. Compensation includes a competitive salary, comprehensive benefits, and opportunities for professional growth within a fast-growing company. The ideal candidate possesses strong communication and relationship-building skills, along with experience in the FMX software and Salesforce.

Requirements

• 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
• Dedication to continuous improvement and are coachable
• Effective presentation and negotiation skills

Responsibilities

• Serve as the dedicated point of contact for accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction
• Identify leads for upsell and cross-sell of additional features of the FMX software
• Record meetings, phone calls, follow-ups, and miscellaneous tasks in Gainsight
• Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX
• Travel to customer events

Benefits

• Enjoy flexible working hours
• Work from home
• You’ll enjoy a collaborative culture and a close-knit team
• 401(k) and medical / dental / vision insurance / life insurance