Customer Success Specialist

Are you a self-starter who thrives on making a difference in the lives of others? Do you love building meaningful rapport with clients? Are you looking to make a splash as a part of a small but growing team? Then we’re looking for you!

We’ve closed in on 1,200 customers 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 Customer Success 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 world-class Customer Success, which has earned us a 98% customer satisfaction rating! The main objective of this role is customer-retention, achieved by keeping our clients happy and ensuring they are getting value out of FMX. This is not your typical call-center role - CSS’s at FMX handle incoming questions in the form of a ticket queue, and are responsible for responding to common questions about the product, configuration issues, error codes, and anything else the customer needs. You can expect to communicate via email 80% of the time, and via phone for the other 20%. 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. This role is often used as a stepping stone into other roles and/or departments.

Responsibilities:

• Provide ongoing customer support by responding timely to emails, live chats, and phone calls
• Establish, maintain, and continuously increase client satisfaction through professional and courteous service
• Work closely with the management team to identify new ways to streamline processes and improve workflow
• Support Customer Success Managers and Account Managers with the implementation of new customers and retention of existing customers
• Conduct data migrations and imports via Excel for new and existing customers

• Assist in developing user guides, help-sheets, learning center documentation, FAQ lists, training material, and departmental procedures to assist teammates and end-users
• Work cross-functionally across company departments to maintain consistency across all customer-related processes

Requirements

• You have 1+ Years of related experience (Customer Success and/or Software Implementation and/or Account Management and/or Help Desk)
• You are capable with Microsoft Office Suite, Excel in particular
• You maintain exceptional attention to detail, time management, and organizational skills
• You have excellent written and oral communications skills
• You are able to quickly learn new software programs
• You are able to analyze and resolve customer issues
• You are compassionate and skilled in building rapport and relationships
• You are able to manage a large number of incoming tickets, emails, and phone calls
• You are self-motivated and able to thrive in a fast-paced, competitive environment
• You embody our core pillars: We value our work ethic, we are disciplined in our processes and responsibilities, we are coachable and seek out constructive criticism, we value results and are performance-driven, we treat each other and everyone we meet with respect and integrity.

Benefits

Full Benefits Link

Life as Customer Success Employee:

Build a career: As a valued member of our team, you will have opportunities to develop in areas that fit your strengths. We want you to grow with us and most importantly, enjoy what you do!

Be the face of FMX: We have a great product and you get to show it off! You’ll be front and center, sharing your expert product knowledge and building strong relationships with our customers.

You’ll make a significant impact: We aim to make our customers’ lives easier by delivering world-class service. Whether that's resolving a complicated technical issue, designing a workflow to help improve operational efficiency, or providing data-driven insights in a business review, you’ll ensure that our customers are receiving optimal value from our product.
Become an innovator: We’re here to elevate the customer experience. Our customers’ satisfaction is extremely important to us and we make sure to bring our A-game each and every day. Our customer advocacy, speedy responses, and creative solutioning set us apart from the competition.

Work from home: At FMX we are remote-first, but you’re welcome to use our office as you need. We keep our break room stocked with free snacks and drinks 24/7. We also have an office kegerator.

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.

Company:

While FMX is formally founded and headquartered in Columbus, Ohio, on the day-to-day, we like to think of ourselves as headquartered “in the cloud”. We develop 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 Employee Handbook.

FMX is an equal opportunity employer.