[Hiring] SMB Program Specialist @Facilities Management Express

Role Description

Are you a creative strategist who thrives on making an impact at scale? Do you love turning customer insights into programs that drive real results? Are you energized by the challenge of building something new within a fast-growing, mission-driven team? Then we’re looking for you!

We’re expanding our Customer Success team with a brand-new role designed to take our SMB customer experience to the next level. The SMB Program Specialist is a part of the Customer Success team, otherwise known as FMX’s secret weapon. The main objective of this role is to design and execute a scalable engagement program for SMB customers, including:

• Email campaigns
• Webinars
• Video content
• Automated workflows

This role may also carry a small portfolio of SMB accounts and step in as a Customer Outcome Manager when needed. You’ll be working in a fast-paced, high-energy, and collaborative environment.

Qualifications

• A proven knowledge of the FMX software or demonstrated ability to rapidly become an FMX expert
• Experience designing and executing customer engagement programs at scale in a SaaS or Customer Success environment
• Hands-on experience with CRM platforms and automation tools — experience with Planhat is a strong plus
• Demonstrated ability to produce compelling customer-facing content, including webinars, video walkthroughs, and written communications
• A data-driven mindset with the ability to analyze engagement metrics and iterate on programs based on results
• Strong project management skills with the ability to manage multiple programs and deadlines simultaneously
• Experience in Microsoft Office, specifically Microsoft Excel
• The ability to build and nurture relationships with customers and internal stakeholders
• Excellent written and verbal communication skills, with a strong ability to distill complex information into clear, engaging content
• An understanding of when to proactively reach out to customers and how to identify at-risk or high-opportunity accounts
• An innovative way of thinking to creatively solve problems and build programs from the ground up
• A positive, customer-centric attitude
• Self-motivation and strong time management skills, with the ability to thrive in an autonomous, remote-first environment
• Commitment to continuous improvement and a coachable spirit
• Effective presentation and facilitation skills, particularly for hosting live virtual events
• A match with our core pillars: Teamwork, Excellence, & Integrity

Requirements

• Design, build, and continuously improve a scalable SMB programming system that drives customer engagement, product adoption, and retention across 2,000+ accounts
• Plan and execute multi-channel customer communication campaigns including email blasts, newsletters, and targeted outreach sequences
• Host and produce customer-facing webinars, virtual events, and live Q&A sessions on topics informed by real customer trends and pain points
• Develop customer education content such as video walkthroughs, help guides, and best practice resources
• Build and manage automated playbooks, workflows, and health score triggers in Planhat (CRM)
• Analyze customer data and inbox trends to identify the most pressing pain points across the SMB segment
• Collaborate closely with the SMB Customer Outcome Manager team
• Track, report on, and continuously optimize program performance metrics
• Identify opportunities for upsell and cross-sell through programmatic touchpoints
• Manage and record all program activities, campaign results, and customer engagement data in Planhat
• Serve as a Customer Outcome Manager for a select portfolio of SMB accounts as needed
• Travel to customer events, conferences, and FMX regional forums as needed

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 and provide up to $500 for equipment, furniture, and accessories.
• 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.