Customer Onboarding 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
We are looking for a bright, engaging person who loves talking to people. You will be the front-line of our brand experience. Customer Onboarding Specialists lead 1:1 and small group trainings -teaching our customers how to use their digital marketing tools. The goal is to drive product adoption and ensure our clients are excited about using their new tools.
The Customer Onboarding Specialists will manage communications with clients, train on platform functionality such as email, social, blogging, creating website edits and more. As a Customer Onboarding Specialist, client communication and relationship building will be critical to your success. Strong organizational skills and the ability to work on multiple projects simultaneously will be essential in this role.
Compensation This position offers $16.50-$17.50/per hour depending on skills & qualifications. This position also has the opportunity to earn a bonus as long as company/individual performance metrics are met.
Primary Responsibilities & Expectations
- Lead exciting 1-to-1 or 1-to-many video conference calls with customers, assisting with the set-up and configuration of their newly acquired marketing tools
- Host periodic ‘checkups’ to ensure client adoption and success with their FMG Suite products
- Communicate with/respond to clients in an accurate and timely manner
- Exercise patience and understanding when the subscriber is frustrated or not understanding the setup process.
- Ability to set proper expectations with subscribers throughout the setup process.
- Work with the Customer Service tools (Salesforce, FMG Suite’s Advisor Admin, Google Suite, Acuity Scheduling) to move a subscriber through the setup process.
- Provide feedback to management on the efficacy of the Customer Onboarding Specialist position.
- 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
- Prior customer service or support experience
- Highly organized
- Excellent communication skills, both written and verbal. Customer Onboarding Specialists must communicate clearly and professionally with all customers.
- Strong interpersonal skills. Customer Onboarding Specialists must form positive relationships with each customer throughout their onboarding process.
- Strategic thinking. Customer Onboarding Specialists must strive to understand each customer's unique organization in order to lead an amazing onboarding experience.
- Prior Teaching or Customer Service experience preferred
- Experience working with Hubspot and video conferencing software preferred
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/