Are you a creative strategist who thrives on making an impact at scale? Do you love turning customer insights into programs that drive real results? Are you energized by the challenge of building something new within a fast-growing, mission-driven team? Then we’re looking for you!
We’re expanding our Customer Success team with a brand-new role designed to take our SMB customer experience to the next level. As we continue to grow our book of business we need a dedicated leader who can create and execute scalable programming that keeps our customers engaged, successful, and growing with FMX.
The SMB Program Specialist 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! The main objective of this role is to design and execute a scalable engagement program for SMB customers; including email campaigns, webinars, video content, and automated workflows that drives user adoption, retention, and satisfaction across the entire SMB segment. As a safeguard, this role may also carry a small portfolio of SMB accounts and step in as a Customer Outcome Manager when needed. You’ll be working in a fast-paced, high-energy, and collaborative environment, where you’ll be expected to show up every day and positively impact the strategy and culture of the company.
Responsibilities:
As the SMB Program Specialist, you will:
- Design, build, and continuously improve a scalable SMB programming system that drives customer engagement, product adoption, and retention across 2,000+ accounts
- Plan and execute multi-channel customer communication campaigns including email blasts, newsletters, and targeted outreach sequences
- Host and produce customer-facing webinars, virtual events, and live Q&A sessions on topics informed by real customer trends and pain points
- Develop customer education content such as video walkthroughs, help guides, and best practice resources that reduce inbound outreach and increase self-sufficiency
- Build and manage automated playbooks, workflows, and health score triggers in Planhat (CRM) to enable proactive, data-driven customer engagement at scale
- Analyze customer data and inbox trends to identify the most pressing pain points across the SMB segment and translate those insights into actionable programming
- Collaborate closely with the SMB Customer Outcome Manager team to ensure programming addresses real customer needs and aligns with account-level outreach
- Track, report on, and continuously optimize program performance metrics including open rates, webinar attendance, adoption indicators, and retention outcomes
- Identify opportunities for upsell and cross-sell through programmatic touchpoints, surfacing qualified leads for the COM team
- Manage and record all program activities, campaign results, and customer engagement data in Planhat
- Serve as a Customer Outcome Manager for a select portfolio of SMB accounts as needed, ensuring retention through driving value, product adoption, and customer satisfaction
- Travel to customer events, conferences, and FMX regional forums as needed
Requirements
Preferred Experience & Qualities:
What are we looking for in this role?
- A proven knowledge of the FMX software or demonstrated ability to rapidly become an FMX expert
- Experience designing and executing customer engagement programs at scale in a SaaS or Customer Success environment
- Hands-on experience with CRM platforms and automation tools — experience with Planhat is a strong plus
- Demonstrated ability to produce compelling customer-facing content, including webinars, video walkthroughs, and written communications
- A data-driven mindset with the ability to analyze engagement metrics and iterate on programs based on results
- Strong project management skills with the ability to manage multiple programs and deadlines simultaneously
- Experience in Microsoft Office, specifically Microsoft Excel
- The ability to build and nurture relationships with customers and internal stakeholders
- Excellent written and verbal communication skills, with a strong ability to distill complex information into clear, engaging content
- An understanding of when to proactively reach out to customers and how to identify at-risk or high-opportunity accounts
- An innovative way of thinking to creatively solve problems and build programs from the ground up
- A positive, customer-centric attitude
- Self-motivation and strong time management skills, with the ability to thrive in an autonomous, remote-first environment
- Commitment to continuous improvement and a coachable spirit
- Effective presentation and facilitation skills, particularly for hosting live virtual events
- A match with our core pillars: Teamwork, Excellence, & Integrity
The hiring process for this role:
- Apply! Submit your resume and answers to the application questions below via the Workable portal
- Phone screen with People Ops: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc.
- Hiring manager conversation: A 60-minute conversation with the hiring team. Be prepared to discuss your background as well as what you’re looking for in your next role and what direction you see your career path taking. Also, this is a great time for you to ask questions about the expectations for this role, team culture, etc.
- Final Interview: A 60-minute peer interview with teammates on the SMB team.
- Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. New hires are also expected to work onsite at our Columbus, OH office during their first week to complete onboarding and connect with the team in person.
Benefits
FMX Benefits and Life at FMX:
- You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company.
- Competitive benefits: 100% company-paid health, dental, vision, long and short term disability, and life insurance.
- Work from home: At FMX, we are remote first, but you’re welcome to use our office as you need. We have one all-company event a year to ensure that you can put a face to that name and establish high-trust relationships with your teammates and co-workers. When you’re in the office, you can take advantage of our free snacks, beverages, and office kegerator.
- Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection.
- Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
- Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
- 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.
Compensation:
- We will offer a base salary and a Company Performance Bonus. Total on target earnings are expected to be $70,000 annually.
- 401(k) and medical / dental / vision / short and long term disability / life insurance.
Other considerations: The candidate for this position can be located anywhere in the US.
Company:
FMX is founded and headquartered in Columbus, Ohio and develops a cloud-based, software-as-a-service facility maintenance and management product. FMX serves education, property management, manufacturing, and other markets and is one of the fastest-growing companies in its space. Check us out at: https://www.gofmx.com/
Note: All other company requirements are documented in the FMX Teammate Handbook. FMX is an equal opportunity employer and a drug-free workplace.
Originally posted on Himalayas