Customer Outcome Manager, SMB

Facilities Management Express

12d • Remote

About The Position

We’re looking to expand our Customer Success team so that we can continue to grow, while ensuring that our current clients have access to the best FMX experience possible. The Customer Outcome Manager, SMB role 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 customer retention at scale. You will serve as the point of contact for SMB accounts post-implementation, working to ensure satisfaction and proper adoption of FMX, while designing and implementing the SMB program. 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.

Nice To Haves

• 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
• Commitment to continuous improvement and are coachable
• Effective presentation and negotiation skills
• A match with our core pillars: Integrity, Teamwork, and Excellence

Responsibilities

• Serve as the dedicated point of contact for SMB accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction
• Design and implement programs to serve SMB customers at scale, including but not limited to webinars and office hours
• Identify leads for upsell and cross-sell of additional features of the FMX software
• Record meetings, phone calls, follow-ups, and miscellaneous tasks in Planhat
• Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX
• Travel to customer events

Benefits

• You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company.
• Competitive benefits: 100% company-paid health, dental, vision, long and short term disability, and life insurance.
• Work from home: At FMX we are remote first, but you’re welcome to use our office as you need. We have two all-company events a year to ensure that you can put a face to that name and establish high-trust relationships with your teammates and co-workers. When you’re in the office, you can take advantage of our free snacks, beverages, and office kegerator.
• Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection.
• Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
• Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
• You’ll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed