Customer Outcome Manager, SMB

📋 Description

• • As a Customer Outcome Manager for Small and Medium-sized Businesses (SMB) at FMX GmbH, you will be a pivotal member of our highly-regarded Customer Success team, often referred to as our company's secret weapon. Your primary objective will be to ensure customer retention at scale by serving as the dedicated point of contact for SMB accounts post-implementation. This role is crucial for maintaining our industry-leading 98% customer satisfaction rating and driving the continued growth of FMX.
• • You will be instrumental in ensuring that our existing SMB clients achieve maximum value and satisfaction from the FMX software. This involves fostering strong, lasting relationships, driving user adoption, and proactively addressing any potential challenges to ensure their continued success with our platform.
• • A key responsibility will be the design and implementation of scalable programs tailored specifically for our SMB customer base. This includes developing and executing initiatives such as regular webinars, dedicated office hours, and other engagement strategies that provide consistent value and support to a large number of clients efficiently.
• • You will actively identify opportunities for upsell and cross-sell of additional FMX software features, contributing directly to revenue growth and deepening customer engagement with our comprehensive solution.
• • Meticulous record-keeping is essential. You will be responsible for accurately recording all interactions, including meetings, phone calls, follow-ups, and other relevant tasks, within our CRM system, Planhat, to maintain a clear and up-to-date history of customer engagement and progress.
• • Building and nurturing strong relationships with customer executives will be a core focus. You will ensure that key stakeholders consistently recognize and appreciate the value FMX delivers, reinforcing the strategic importance of our partnership.
• • You will represent FMX at customer events, providing opportunities for face-to-face interaction, strengthening relationships, and gathering valuable feedback.
• • This role operates within a fast-paced, high-energy, and collaborative environment. You are expected to be a proactive contributor, bringing innovative ideas and a positive attitude to positively impact the company's strategy and culture on a daily basis.
• • You will leverage your understanding of customer needs and the FMX software to provide tailored guidance and support, ensuring seamless adoption and ongoing utilization.
• • By proactively monitoring customer health and engagement metrics, you will anticipate needs and intervene before issues arise, demonstrating a commitment to proactive customer care.
• • You will collaborate closely with internal teams, including sales and product development, to relay customer feedback and insights, contributing to the continuous improvement of our software and services.
• • The ability to adapt to evolving customer needs and market trends will be crucial, ensuring that our SMB program remains effective and relevant.
• • You will be empowered to take ownership of your accounts, driving initiatives that lead to measurable improvements in customer satisfaction and retention.
• • This role offers a unique opportunity to shape the future of customer success for SMBs at a rapidly growing company, making a tangible impact on both customer outcomes and FMX's trajectory.