Enterprise Success Specialist (Remote)

What We Do

We help Financial Professionals build and grow their business in a variety of different ways. With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. 

Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place.

About Our Culture

At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, weve grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally.

Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace.

Were building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, youll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and lets create something extraordinary together!

Our Employee Benefits

At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award four years running now, and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package.

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Our robust insurance plan includes:
  • 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
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
  • 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)
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

About the Role

As an Enterprise Success Specialist, youll play a key role in managing and strengthening our enterprise relationships. This is a multi-faceted position that includes bringing together the resources to resolve issues, train users on the platform, and identify opportunities toward growth with existing or new products and services. Youll report to the Director of Enterprise Success, but work closely with sales, implementation, marketing, product, and customer service teams to support enterprise accounts. If you are a proactive person who enjoys solving problems and helping customers, this may be the role for you. You’ll want to love multitasking and juggling multiple high-priority tasks. You’ll be a follow-up wizard and enjoy working in a fast-paced environment where team collaboration is a must.

Overview

• Interact with FMG Suite’s key enterprise partners and customers to provide product and service information about our website and marketing software.
• Resolve customer escalations, product and service problems with high independence, but collaborative team efforts.
• Train home office personnel on enterprise tools including publishing and compliance toolsets.
• Become an FMG product champion and use this knowledge to effectively drive product adoption and engagement. 
• You will be supporting an Enterprise Success Manager who takes the lead role on Account Management.

Compensation This position offers $40,000-$45,000/depending on experience and qualifications.

Primary Responsibilities & Expectations

• Serve as an intermediary between our home office partners and internal teams to answer questions, troubleshoot technical issues and to advocate for enhancements that improve our product and customer results. Think of yourself as ‘support on steroids’.
• Work with your Enterprise Success Manager in creating reports on customer retention metrics (adoption, retention, engagement). 
• Handle complex and high-level, escalated inquiries from home offices.
• Work with FMG’s customer service tools (HubSpot, FMG Suite’s Advisor Admin, Clickup, Notion, Google Docs, etc.) to resolve customer issues and set up customer appointments.
• Provide feedback to management on home office likes/dislikes about FMG’s products.

Skills and Qualifications

• Minimum of 3+ years experience in a customer support role 
• Experience in Financial Services a plus
• Offers exceptional customer service with every interaction, actively seeking opportunities to provide a positive, memorable service.
• Comfortable interacting with all levels of home office, from entry level to VP’s. 
• Exhibits a caring, positive, and cheerful attitude; is adaptable and supportive, even during stressful situations. Empathy under pressure is key.
• Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail.
• A great communicator, both written and verbal.
• A proactive problem solver.
• Ability to work well individually and in a team environment.
• Enjoys working in a fast-paced environment.
• Self-directed learner.

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 inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

We are 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 peopleteam@fmgsuite.com.

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/