We’ve recently added our 1,500th customer and are 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 Account Manager Specialist 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! This role is a new position to FMX and you will have the ability to influence the direction of the role and it's future responsibilities. The main objective of this role is to provide support to the Account Management team (Enterprise, Mid-Tier amp; Tech Touch, and SMB) to allow them to focus on their primary responsibilities of retention, upsell, and advocacy. This position will manage MQLs to generate upsell revenue as well as strengthen AMs’ retention activities. 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.
Responsibilities:
- Partner with the Account Management team (Enterprise, Mid-Tier amp; Tech Touch, and SMB) to accelerate their upselling success
- Follow up with Marketing Qualified Leads (MQLs) with the goal of setting an appointment for Account Managers
- Manage MQL status in Salesforce
- Create upsell opportunities and quotes in Salesforce
- Communicate with the Account Management team regarding MQL notes, meeting times, and key topics to review for all meetings set
- Source content (Marketing content, testimonials, etc.) for upsell proposals
- Partner with the Enterprise Account Management team to amplify their retention success
- Prepare materials for customer adoption assistance meetings
- Coordinate details for onsite visits with customers
- Create draft presentation deck for QBRs
- Generate renewal quotes
- Project manage customer requests in FMX’s Data amp; Learning Center hub
- Monitor updates to feature requests and communicate to customers
Requirements
Experience amp; Qualities:
- You have 1+ years of experience (customer success or sales preferred but not required)
- You thrive in a consistent environment and enjoy task completion
- You are able to effectively communicate with customers and colleagues, while empathizing and understanding what success means to them
- You are self-motivated and complete work in a timely manner
- You have a proven knowledge of the FMX software
- You are advanced in Microsoft Office, specifically Microsoft Excel
- You are excellent at building and nurturing relationships
- You are proficient in the basics of Salesforce data schema and configuration
- You are able to be flexible and occasionally work outside of our FMX standard operating hours
- You effectively communicate in clear and simple terms, and are able to build rapport with customers and executives
- You have an innovative way of thinking to creatively solve problems
- You have a positive, customer-centric attitude
- You are committed to continuous improvement and are coachable
Benefits
FMX Benefits amp; Life at FMX:
- Enjoy flexible working hours: Have a dentist appointment at 9:30 AM? Need to pick up your kids from school? As long as you're getting your work done, our working hours are flexible.
- Work from home: At FMX we are remote-first, but you’re welcome to use our office in Columbus, OH as you need. We keep our break room stocked with free snacks and drinks 24/7.
- Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
- Home office stipend: And if your office is your home, we’ll provide up to $500 to help with equipment, furniture and accessories.
- Competitive benefits: 100% company-paid health, dental and vision insurance
- You’ll learn and grow in your role and outside it: We have a training and incentive program and mentorship opportunities.
- Meetings are kept to a minimum: It’s hard to get things done when you’re constantly being interrupted.
- 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.
Other considerations:
- The candidate for this position can be located anywhere in the US.
Company:
FMX was founded in Columbus, Ohio, and is headquartered in the cloud. We develop a cloud-based, software-