Enterprise Success Specialist

Summary

Join FMG, a marketing software company serving small businesses, as an Enterprise Success Specialist. You'll manage and strengthen enterprise relationships, resolving issues, training users, and identifying growth opportunities. This role requires strong customer service skills, multitasking abilities, and experience in a customer support role. You'll work closely with various teams to support enterprise accounts and contribute to a fast-paced, collaborative environment.

Requirements

• Offers exceptional customer service with every interaction, actively seeking opportunities to provide a positive, memorable service
• Comfortable interacting with all levels of home office, from entry level to VP’s
• Exhibits a caring, positive, and cheerful attitude; is adaptable and supportive, even during stressful situations.  Empathy under pressure is key
• Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail
• A great communicator, both written and verbal
• A proactive problem solver
• Ability to work well individually and in a team environment
• Enjoys working in a fast-paced environment
• Self-directed learner
• Minimum of 3+ year's experience in a customer support role

Responsibilities

• Interact with FMG's key enterprise partners and customers to provide product and service information about our website and marketing software
• Resolve customer escalations, product and service problems with high independence, but collaborative team efforts
• Train home office personnel on enterprise tools including publishing and compliance toolsets
• Become an FMG product champion and use this knowledge to effectively drive product adoption and engagement
• You will be supporting an Enterprise Success Manager who takes the lead role on Account Management
• Serve as an intermediary between our home office partners and internal teams to answer questions,  troubleshoot technical issues and to advocate for enhancements that improve our product and customer results.  Think of yourself as ‘support on steroids’
• Work with your Enterprise Success Manager in creating reports on customer retention metrics (adoption, retention, engagement)
• Handle complex and high-level, escalated inquiries from home offices
• Work with FMG’s customer service tools (Salesforce, FMG Suite’s Advisor Admin, Clickup, Notion, Google Docs, etc.) to resolve customer issues and set up customer appointments
• Provide feedback to management on home office likes/dislikes about FMG’s products

Preferred Qualifications

Experience in Financial Services a plus

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)