• 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. Responsibilities: - Serve as the dedicated point of contact for SMB accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction. - Design and implement programs to serve SMB customers at scale, including but not limited to webinars and office hours. - Identify leads for upsell and cross-sell of additional features of the FMX software. - Record meetings, phone calls, follow-ups, and miscellaneous tasks in Planhat. - Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX. - Travel to customer events. Qualifications - A proven knowledge of the FMX software. - Experience in Microsoft Office, specifically Microsoft Excel. - The ability to build and nurture relationships. - The ability to effectively communicate with customers, while empathizing and understanding what success means to them. - An understanding of when to proactively reach out to customers. - Proficient in the basics of Salesforce data schema and configuration. - The ability to be flexible and occasionally work outside of our FMX standard operating hours. - Strong communication skills and the ability to build rapport with customers and executives. - An innovative way of thinking to creatively solve problems. - A positive, customer-centric attitude. - Self-motivation and time management skills. - Commitment to continuous improvement and are coachable. - Effective presentation and negotiation skills. - A match with our core pillars: Integrity, Teamwork, and Excellence. Requirements - Apply! Submit your resume and answers to the application questions via the Workable portal. - Phone screen with People Ops: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. - Hiring manager conversation: A 60-minute conversation with the hiring team. Be prepared to discuss your background as well as what you’re looking for in your next role and what direction you see your career path taking. - Final Interview: A 30-minute peer interview with members from the Customer Success team. - Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. Benefits - You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company. - Competitive benefits: 100% company-paid health, dental, vision, long and short term disability, and life insurance. - Work from home: At FMX we are remote first, but you’re welcome to use our office as you need. - Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.). - Generous PTO and UTO (unplanned time off) policies. - Flexible Schedule: We offer a flexible schedule to help you manage personal appointments. - You’ll enjoy a collaborative culture and a close-knit team. Company Description FMX is founded and headquartered in Columbus, Ohio and develops 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.

Why Entersekt Founded over 16 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication for issuers, acquirers and payment networks. We offer highly scalable products with a track record of success across multiple continents. Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Currently, we protect the digital transactions of over 210 million active users on our platform and hold 120 active patents that recognize innovation in digital security, payments, and user experience. Entersekt offers customers secure authentication and digital payments experiences that remove unnecessary friction. Entersekt has a diverse product portfolio and aggressive roadmap that positions the company well to sustain competitive advantage as it expands globally with emphasis on North America and European markets. The Role The Service Delivery Manager acts as the client’s advocate, ensuring services and products meet expectations while driving adoption and performance. They monitor delivery quality, resolve issues, and implement improvements at both operational and product levels. Through proactive communication and governance, they build trust within the client’s organisation, achieve customer satisfaction, and position the organisation as a strategic partner. Responsibilities - Client Relationship Management - Manage Client Expectations: Serve as the primary point of contact for clients, ensuring that their expectations align with service offerings. - Service Reviews and Reporting: Conduct regular service reviews with clients to discuss product performance, identify areas for improvement, and address any concerns. - Client Satisfaction: Monitor client satisfaction metrics, handle complaints, and proactively address issues to enhance the overall client experience. - Service Performance and Quality Assurance - Service Level Agreements (SLAs): Develop and track that all services meet agreed SLAs and key performance indicators (KPIs), reporting any deviations to clients and management. - Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery quality. - Performance Tracking: Regularly monitor, analyse, and report on service delivery metrics, identifying trends or issues that may impact service quality. - Compliance Assurance: Drive and contribute in compliance requirements and questionnaires raised by clients with regards to the Product offering. - Contract Renewal and Negotiations: Support contract renewals, negotiating service terms to meet both the business and the client needs. - Incident and Problem Management - Issue Resolution: Coordinate and oversee the resolution of incidents, ensuring timely response and effective communication with clients. - Root Cause Analysis (RCA): Coordinate and oversee incident review sessions with internal teams. Set out clear improvement plans to avoid future recurrence. Discuss the detailed RCA with clients to ensure alignment with relevant feedback. - Incident Management: Lead response efforts during service disruptions, maintaining client communication and coordinating with technical teams to restore normal operations. - Coordination with Business, Technical and Product Teams - Collaboration with Teams: Liaise with business, product and development stakeholders to ensure smooth client product rollouts and track performance. - Change Management: Oversee the implementation of product updates or service changes (hosted or client on-prem), managing client communication and post-implementation support. - Technical Escalations: Act as an escalation point for complex technical issues, coordinating with engineering and hosting teams to ensure timely resolution. - Process Development and Standardisation - Service Delivery Processes: Develop and document service delivery processes, ensuring they are efficient, scalable, and aligned with best practices. - Standard Operating Procedures (SOPs): Create and maintain SOPs to ensure consistency in how services are delivered and to facilitate training for team members. - Automation and Innovation: Identify areas for automation within the service delivery realm to increase efficiency and reduce manual effort. - Stakeholder and Executive Reporting - Executive Updates: Provide regular updates to senior management on service delivery performance, issues / risks, and improvement initiatives. - Dashboard and Report Creation: Design and scope dashboards and reports that highlight key service metrics for internal and external stakeholders. - Project Status Reporting and Handovers: For new implementations or upgrades, regularly update stakeholders on progress, risks, and issues to ensure timely delivery. Ensure smooth transition of projects into the wider operations team by adopting the standard way of working. - Strategic Service Planning - Client Growth Support: Work closely with account management and sales teams to support client product adoption and growth, including scoping additional services or adjustments to meet evolving needs. - Long-Term Service Strategy: Develop and implement strategies to enhance the long-term quality and scalability of service delivery team and the wider operations team. Skills and Experience Successful candidates for this role will generally possess the following qualifications and skills: - Bachelor's Degree or equivalent. - 5 Years of experience or more in managing relationships as a SDM or similar role, including contract negotiation, performance evaluation, and issue resolution. (Essential) - Extensive experience in developing, negotiating, and managing SLAs to ensure that services provided meet or exceed agreed-upon standards. - Strong background in managing and resolving incidents and problems related to clients or 3rd Party services, demonstrating the ability to minimize service disruptions effectively. (Essential) - Analytical and problem-solving abilities to address service delivery issues and optimise performance. - Strong leadership skills with the ability to lead cross-functional teams, foster collaboration, and drive service provider performance to achieve organizational objectives. - Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. (Essential) - Project Management experience to plan, organise, and coordinate teams, timelines, and deliverables. - Strong verbal communication skills and the ability to influence team members and stakeholders. - Experience in creating and delivering reports and presentations to clients. - Experience with Hosted or SaaS offerings preferable in an AWS environment. - Experience in EMV 3-D Secure and card-not-present (CNP) e-commerce environment (beneficial). - Experience in a range of Authentication Products (In-App Auth, Fido, NIUSSD etc.) (beneficial) - Experience in Mobile Application and SDK support to clients (beneficial). - Expertise in Salesforce (beneficial). - Experience in Reporting tools like PowerBI, Tableau or similar. - Experience in Monitoring and Fault-finding tools like Opsgenie, Prometheus, Kibana, Zabbix. - Experience accessing and manipulating data using SQL or Python (beneficial). Personality Attributes - Ownership Mindset: Must have high degree of initiative and passion to improve the overall client engagement. - Leadership Traits: Must be able to aid in advocating and driving an initiative to completion through professionalism, confidence and cooperation. - Team Building Skills: Must be a collaborative team player. - Business Acumen: Must have strong business acumen including the ability to (i) think strategically, frame for success and execute tactically; (ii) prioritize work effort; and (iii) deliver results over the short, medium and long term. - Strong Problem-Solving Skills: Ability to identify a problem's root cause and identify the solution that will drive maximum impact. We place a lot of value on how we treat prospective employees and appreciate the time and effort that goes into job hunting. That is why we aim to keep the hiring process as quick and seamless as possible while ensuring the best possible fit for both you and the company. Working at Entersekt is truly a dream. You get exposed to cutting-edge technology, colleagues who are leaders in their fields, and an awesome working environment that includes flexible hours, remote work, and plenty of growth opportunities. Apply for this position by following the "apply now" tab and or viewing our other roles at Entersekt Careers page. Entersekt is an Equal Opportunity Employer: We are committed to building an inclusive and diverse workforce that reflects the global communities we serve. For all South Africa-based roles, preference will be given to candidates from historically disadvantaged groups, in accordance with local Employment Equity objectives.