Customer Outcome Manager, SMB

FMX is a fast-growing company that develops a cloud-based facility maintenance and management product. They are seeking a Customer Outcome Manager, SMB to enhance customer retention and satisfaction by serving as the main point of contact for SMB accounts post-implementation, while designing and implementing programs to support these customers at scale.

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

Requirements:

• A self-starter who thrives on making a difference in the lives of others
• Ability to build meaningful rapport with clients
• Experience in customer retention at scale
• Serve as the dedicated point of contact for SMB accounts post-implementation
• 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
• Ensure customers are consistently seeing the value of FMX
• Travel to customer events
• 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