Customer Success Manager
The Customer Success Manager 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 successful implementation. You will serve as the point of contact for accounts during the FMX implementation process, working to understand their current processes, pain, and future goals. You can expect to dedicate 10% of your time to support, 10% to specific projects, and 80% to client onboarding. 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.
Requirements
As a Customer Success Manager, you will:
- 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, ph
