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
