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SMB Program Specialist

3 weeks, 1 day ago
United States
Full-time
Mid Level
Customer Success
Customer and Technical Support
Apply Now
FMX

FMX

FMX is a cloud-based software that simplifies facilities management by enabling facilities managers to track work orders, schedule resources, and plan maintenance efficiently. With FMX, organizations can streamline processes, increase asset productivit...

Internet Software & Services
51-250
Founded 2012
$3M raised
View All Jobs 10

Description

  • Design, build, and continuously improve a scalable SMB engagement program for 2,000+ customer accounts.
  • Plan and execute multi-channel customer communications such as email campaigns, newsletters, and targeted outreach sequences.
  • Host and produce customer-facing webinars, virtual events, and live Q&A sessions.
  • Develop customer education materials including video walkthroughs, help guides, and best-practice resources.
  • Build and manage automated playbooks, workflows, and health score triggers in Planhat to support proactive customer engagement.
  • Analyze customer data and inbox trends to identify SMB pain points and turn insights into actionable programming.
  • Collaborate with SMB Customer Outcome Managers to align programmatic outreach with account-level customer needs.
  • Track, report on, and optimize program performance metrics such as open rates, webinar attendance, adoption, and retention.
  • Identify upsell and cross-sell opportunities through program touchpoints and surface qualified leads to the COM team.
  • Serve as a Customer Outcome Manager for a select SMB portfolio when needed, supporting retention and customer satisfaction.

Requirements

  • Proven knowledge of FMX software or the ability to become an FMX expert quickly.
  • 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.
  • Experience creating customer-facing content such as webinars, video walkthroughs, and written communications.
  • Strong ability to analyze engagement metrics and improve programs based on results.
  • Strong project management skills with the ability to manage multiple programs and deadlines simultaneously.
  • Experience with Microsoft Office, especially Microsoft Excel.
  • Ability to build and nurture relationships with customers and internal stakeholders.
  • Excellent written and verbal communication skills with the ability to simplify complex information.
  • Understanding of proactive customer outreach, including identifying at-risk and high-opportunity accounts.
  • Innovative, customer-centric, self-motivated, and highly organized, with strong time management skills.
  • Ability to thrive in an autonomous, remote-first environment and work collaboratively across teams.
  • Effective presentation and facilitation skills, especially for live virtual events.
  • Commitment to continuous improvement and a coachable mindset.
  • Alignment with FMX core pillars: Teamwork, Excellence, and Integrity.
  • Ability to travel to customer events, conferences, and FMX regional forums as needed.
  • Must complete a background check prior to onboarding and work onsite in the Columbus, OH office during the first week.

Benefits

  • Total on-target earnings expected to be $70,000 annually, including base salary and a company performance bonus.
  • 100% company-paid health, dental, vision, long-term disability, short-term disability, and life insurance.
  • Remote-first work environment with the option to use the office as needed.
  • Home office stipend of up to $500 for equipment, furniture, and accessories, plus $60/month toward home internet.
  • Generous PTO and UTO policies.
  • Flexible schedule for personal appointments as long as performance expectations and timelines are met.
  • 401(k) plan.
  • Free snacks, beverages, and office kegerator when working in the office.

Interested in this position?

Apply directly on the company website

Apply Now

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