• Host Kickoff calls, customized training sessions to the customer and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices. • Run dedicated customer office hours for large user groups to support users needing extra help during onboarding. • Maintain and update training materials (videos, guides, decks, and user documentation) to ensure consistency and accuracy across all content. • Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay up to date after product releases • Facilitate any technical setup needs (e.g. SSO, IP whitelisting, etc.) • Send post-training follow-ups, collect customer feedback, and confirm next steps. • Identify customers showing signs of low engagement and flag them for follow-up or additional outreach. • Log and escalate customer questions or technical issues to Vanilla’s Customer Care (i.e. technical support) or Product/Engineering teams as appropriate. • Track onboarding progress in Vanilla’s project software/tools, ensuring all milestones and tasks stay on schedule. • Collaborate/communicate cross-functionally with AE, CSM, Customer Care, Product/Engineering, etc. to keep projects running smoothly and keep all internal stakeholders informed. • Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators. • Support user provisioning and setup tasks to speed up customer activation and improve onboarding efficiency. • Log customer issues and bugs for follow-up with R&D in appropriate tool (e.g., Jira)

• Advise customers on optimal product usage across their journey stages, from onboarding to advocacy. • Act as the customer's advocate in resolving escalated troubleshooting and product usage cases. • Introduce new products/services to customers, highlighting their potential value. • Handle clients of varying complexity levels, identifying growth opportunities and proposing upsells. • Identify trends in customer feedback, communicating product improvements and quality of life enhancements. • Contribute insights for Commerce CS SOPs, manage their rollout, and informally mentor junior colleagues. • Effectively communicate customer needs to influence product prioritization and engage with executive-level stakeholders for strategic product usage consultation. • Identify new data points to enhance customer insights and provide practical feedback to peers and management for SOP revisions. • Create, revise, and adhere to project plans and roadmaps, understanding eCommerce strategies for revenue generation, upsell potential, and the nuances of company products. • Stay updated on the latest updates to Amazon backend systems and emerging eCommerce trends.

Are you a self-starter who thrives on delivering measurable value to enterprise clients? Do you love building deep, strategic relationships with senior stakeholders? Are you looking to make a high-impact contribution on a small but fast-growing team? Then we’re looking for you! FMX is seeking an Enterprise Customer Outcome Manager to join our award-winning Customer Success team, often referred to as our "secret weapon." Our 98% customer satisfaction rating is no accident! We’re relentless about driving outcomes, ensuring adoption, and helping our customers succeed. In this role, you will serve as the strategic point of contact for some of FMX’s largest and most high-profile accounts post-implementation. You will partner with customer leadership to maximize platform value, proactively identify growth opportunities, and ensure FMX remains mission-critical to their operations. Responsibilities: As the Enterprise Customer Outcome Manager, you will: - Serve as the primary strategic advisor to enterprise accounts post-implementation - Own the overall customer relationship and ensure adoption, retention, and satisfaction - Deliver and lead quarterly business reviews with key stakeholders and decision-makers - Identify upsell and cross-sell opportunities and collaborate with Sales to close them - Proactively monitor account health and usage to ensure customers are realizing full value - Collaborate with Product, Engineering, and Solutions Engineering to align on strategic goals and support customer projects - Maintain detailed and timely records of meetings, touchpoints, and action items in Planhat - Act as the internal voice of the customer, advocating for feature requests and enhancements - Travel to key customer sites and events (~25% travel) - Build executive relationships and serve as a trusted strategic partner across accounts

• Oversee client communications across active projects • Monitor workflow timelines and ensure timely follow-up and confirmations • Coordinate scheduling, documentation, and service updates • Address and resolve client concerns with professionalism • Maintain accurate records and support internal process efficiency