Enterprise Success Specialist (Remote)

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 Support Specialist, you will be integral in nurturing and expanding relationships with our key enterprise clients. Acting as a strategic support partner, your mission is to ensure client satisfaction and foster growth and adoption of the relationship by providing outstanding customer support and training. You will serve as both an internal and external advocate for our clients as part of a team supporting the relationship.

Compensation This position offers $18.00-$21.00 per hour based on qualifications and experience

Primary Responsibilities & Expectations

• Support the cultivation and growth of robust relationships with enterprise clients, gaining insight into their business goals and requirements through support and training.
• Research / problem-solve complex support issues and file bug reports as necessary.
• Collaborate with internal teams to get questions answered. 
• Help identify opportunities for upselling and cross-selling products and services to existing clients.
• Monitor client satisfaction and promptly resolve any issues to maintain high client retention rates.
• Play a key role in supporting the Enterprise Success Manager by coordinating and attending meetings and tracking tasks. 
• Manage and update documentation as necessary to ensure other departments have access to accurate information at all times.
• 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 and Qualifications

• Deliver exceptional customer service in every interaction, seeking opportunities to provide a positive, memorable experience.
• Comfortable engaging with all levels of client personnel, from entry-level staff to VPs.
• Demonstrate a caring, positive, and cheerful demeanor; adaptable and supportive, even in high-pressure situations. Empathy under pressure is crucial.
• Excel at multitasking, managing multiple accounts simultaneously with meticulous attention to detail.
• Communicate effectively, both in writing and verbally.
• Proactive problem solver.
• Thrive both independently and in a team environment.
• Enjoy working in a fast-paced setting.
• Self-directed learner.
• Proven experience as an excellent client support specialist, particularly in a B2B or enterprise setting.
• Strong grasp of client relationship management.
• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Analytical mindset with the capability to problem solve and make informed decisions.
• Results-oriented with great attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in CRM software and Microsoft Office Suite/Google Workspace.
• Bachelor’s degree is preferred.
• Experience in the financial services sector is a plus.
• This role offers a dynamic and rewarding opportunity to contribute to our company's success while supporting our clients in achieving their business objectives.

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/