Customer Success Manager

Summary

FMX develops a cloud-based software-as-a-service facility maintenance and management product. The Customer Success Manager leads customer implementation and onboarding, serving as the primary account contact, increasing adoption and satisfaction, supporting customers, and identifying expansion opportunities.

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
• Upsell and cross-sell additional features of the FMX software
• Record implementation meetings, phone calls, and miscellaneous tasks in Gainsight
• Conduct form configurations as necessary for new and existing customers
• Expect 25% of your time to be spent traveling for onsite implementation meetings or training sessions

Skills

• 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
• A strong match match with our core pillars: Teamwork, Excellence and Integrity

Qualifications

Must Haves

• 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
• A strong match match with our core pillars: Teamwork, Excellence and Integrity

Benefits

• Additional bonus potential
• 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
• Free snacks, beverages, and office kegerator when in the office
• Company-sponsored laptop and headset
• Up to $500 home office stipend for equipment, furniture and accessories
• $60/month toward a home internet connection
• Generous PTO and UTO (unplanned time off) policies
• Flexible schedule to help manage personal appointments, such as doctor or dentist visits, while meeting performance expectations and project timelines
• 401(k)
• Medical, dental, vision, short and long term disability, and life insurance