Customer Outcome Manager

Summary

FMX develops a cloud-based software-as-a-service facility maintenance and management product. The Customer Outcome Manager owns post-implementation customer relationships, focusing on retention, value realization, adoption, and satisfaction while identifying expansion opportunities and engaging with customer executives.

Responsibilities

• Serve as the dedicated point of contact for accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction
• Identify leads for upsell and cross-sell of additional features of the FMX software
• Record meetings, phone calls, follow-ups, and miscellaneous tasks in Gainsight
• Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX
• Travel to customer events

Skills

• 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: Teamwork, Excellence, and Integrity
• The candidate for this position can be located anywhere in the US

Qualifications

Must 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: Teamwork, Excellence, and Integrity
• The candidate for this position can be located anywhere in the US

Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance.
• Remote-first work arrangement, with access to the office as needed.
• One all-company event a year to establish high-trust relationships with teammates and co-workers.
• Free snacks, beverages, and office kegerator when in the office.
• Company-sponsored laptop, headset, and other equipment necessary to do the job.
• Up to $500 to help with equipment, furniture and accessories.
• $60/month toward your home internet connection.
• Generous PTO and UTO (unplanned time off) policies.
• Flexible schedule to help manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
• Company Performance Bonus.
• 401(k).