Enterprise Success Specialist (Remote)

Summary

FMG Suite provides an all-in-one digital marketing platform for financial professionals, insurance agents, and enterprises. The Enterprise Success Specialist manages enterprise relationships by resolving escalations, training users, supporting product adoption, coordinating with internal teams, and identifying opportunities to improve customer growth and engagement.

Responsibilities

• 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 (HubSpot, 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

Skills

• Minimum of 3+ year's experience in a customer support role
• 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
• Experience in Financial Services a plus

Qualifications

Must Haves

• Minimum of 3+ year's experience in a customer support role
• 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

Nice to Haves

• Experience in Financial Services a plus

Benefits

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• 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
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!