Customer Success Specialist

Summary

Join FMG, a marketing software company serving small businesses, as a Customer Success Specialist. You will be the liaison between companies and their customers, addressing their needs and concerns to build strong relationships. You will work with multiple accounts, varying in size, and be the main point of contact for many clients. This role involves customer service, success, and potential upselling and cross-selling of products and services. You will be responsible for devising and implementing growth objectives, setting training and usage targets, communicating feedback, presenting results, supporting sales strategies, monitoring competitor activities, implementing new business initiatives, and implementing effective sales pipeline and lead tracking processes. You will also be responsible for implementing best practices in growth techniques throughout the department.

Requirements

• Previous experience working as a customer service leader ideally for a similar organization or industry
• Natural leader with an ability to inspire performance and drive results
• Strong commercial outlook and an entrepreneurial approach to business development
• Proven track record of achieving growth and delivery of results to business plans

Responsibilities

• Working with POC at assigned organizations to devise and implement the growth objectives
• Help to set training, adoption, and usage targets for the organization and set key performance indicators
• Meeting with other departments to communicate feedback and suggestions based on sales efforts
• Presenting results to the department head
• Support the implementation of sales strategies across the company and monitoring effectiveness
• Keeping a close eye on the sales activities of competitors and utilize ideas where appropriate
• Implement a variety of new business initiatives to drive sales
• Implement an effective sales pipeline and lead tracking process
• Implementing best practice in growth techniques throughout the department

Benefits

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
• Robust Insurance Plan including: Medical with $0 co-pay Telehealth plan
• Dental
• Vision
• Health Savings Account (HSA) with generous employer contributions
• Flexible Spending Accounts (FSA)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Company-paid Short & Long Term Disability coverage
• Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)