Remote Customer Success Manager

Summary

Join our small but growing team as a Customer Success Manager, where you'll serve as the point of contact for accounts during the implementation process, working to understand their current processes, pain, and future goals. You'll be expected to dedicate 10% of your time to support, 10% to specific projects, and 80% to client onboarding.

Requirements

• 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

Responsibilities

• 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

Benefits

• 100% company-paid health, dental and vision insurance
• Work from home: At FMX we are remote first, but you’re welcome to use our office as you need
• Home office stipend : We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.)
• Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
• Enjoy flexible working hours: Have a dentist appointment at 8:30 AM? Need to tack on an extra 15 minutes at lunch to squeeze in that workout?
• You can wear jeans and tees: Feel free to keep it casual, we do