• Answer any and all interactions during your scheduled shift in a friendly and relatable manner • Acts as an empowered team member, exercising decision-making skills to enhance each customer’s relationship with the brand • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met • Associate must perform a minimum of 70 interactions per shift

• Acts as primary administrator and enablement owner for assigned portfolio of Technology systems. • Operationalize systems end-to-end, including configuration, enhancements, support readiness, adoption, upgrade management, and continuous improvement. • Drive measurable ROI through workflow standardization, automation, and adoption outcomes. • Standardize intake-to-delivery execution, including intake, prioritization, UAT, release readiness, and post-launch validation. • Coordinate and execute role-based enablement for assigned platforms—facilitating product onboarding and occasional user enablement sessions as needed.

• Lead a high-performing team responsible for the post-sale customer lifecycle • Oversee a large team of professional individual contributors charged with driving product adoption and business value realization for enterprise customers • Translate functional OKRs into clear, scalable projects and roadmaps • Anticipate risks and shifts, ensuring smooth execution while leading cross-functional teams • Shape cross-functional strategies and align multiple teams toward shared objectives • Foster a culture of problem-solving and normalizing debate • Collaborate with Sales, Product, and Engineering to maximize customer investment

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’re 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 Outcome Manager, SMB role 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 customer retention at scale. You will serve as the point of contact for SMB accounts post-implementation, working to ensure satisfaction and proper adoption of FMX, while designing and implementing the SMB program.  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.