Job description
What We Do
We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves.
We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.
About Our Culture
FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor.
Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us.
Our Commitment to Diversity, Equity, and Inclusion
At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.
Our Employee Benefits
FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide.
- Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
- Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
- Robust Insurance Plan including:
- Medical with $0 co-pay Telehealth plan
- Dental
- Vision
- Health Savings Account (HSA) with generous employer contributions
- Flexible Spending Accounts (FSA)
- Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
- Company-paid Short & Long Term Disability coverage
- Company-paid Employee Assistance Program (EAP)
- Matching 401(k) with immediate full vesting
- Employee Events Committee that plans fun in-person and virtual events
- On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
- Internet & Gym Reimbursement!
- Work computer equipment is provided to help you succeed :)
About the Role As an Enterprise Success Specialist, you’ll play a key role in managing and strengthening our enterprise relationships. This is a multi-faceted position that includes bringing together the resources to resolve issues, train users on the platform, and identify opportunities toward growth with existing or new products and services. You’ll report to the Director of Enterprise Success, but work closely with sales, implementation, marketing, product, and customer service teams to support enterprise accounts. If you are a proactive person who enjoys solving problems and helping customers, this may be the role for you. You’ll want to love multitasking and juggling multiple high-priority tasks. You’ll be a follow-up wizard and enjoy working in a fast-paced environment where team collaboration is a must.
Compensation This position offers $16-$20/per hour based on qualifications & experience.
Overview
- Interact with FMG’s key enterprise partners and customers to provide product and service information about our website and marketing software.
- Resolve customer escalations, product and service problems with high independence, but collaborative team efforts.
- Train home office personnel on enterprise tools including publishing and compliance toolsets.
- Become an FMG product champion and use this knowledge to effectively drive product adoption and engagement.
- You will be supporting an Enterprise Success Manager who takes the lead role on Account Management.
Primary Responsibilities & Expectations
- Serve as an intermediary between our home office partners and internal teams to answer questions, troubleshoot technical issues and to advocate for enhancements that improve our product and customer results. Think of yourself as ‘support on steroids’.
- Work with your Enterprise Success Manager in creating reports on customer retention metrics (adoption, retention, engagement).
- Handle complex and high-level, escalated inquiries from home offices.
- Work with FMG’s customer service tools (Salesforce, FMG Suite’s Advisor Admin, Clickup, Notion, Google Docs, etc.) to resolve customer issues and set up customer appointments.
- Provide feedback to management on home office likes/dislikes about FMG’s products.
- Access to a private & secure workspace, free from distractions
- Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
- An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)
Skills/Qualifications/Required Experience
- Offers exceptional customer service with every interaction, actively seeking opportunities to provide a positive, memorable service.
- Comfortable interacting with all levels of home office, from entry level to VP’s.
- Exhibits a caring, positive, and cheerful attitude; is adaptable and supportive, even during stressful situations. Empathy under pressure is key.
- Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail.
- A great communicator, both written and verbal.
- A proactive problem solver.
- Ability to work well individually and in a team environment.
- Enjoys working in a fast-paced environment.
- Self-directed learner.
- Minimum of 3+ year’s experience in a customer support role
- Experience in Financial Services a plus
FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected].
You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/
