FMG

Customer Solutions and Retention Specialist

FMG

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $63,000 per year

About the role

  • Handle incoming tickets from customers regarding cancellations, downgrades, and complex support questions, with a focus on retention.
  • Ask probing, consultative questions to understand customers’ businesses, marketing goals, and technology stack, and connect those needs to FMG features and best practices.
  • Present tailored solution options (training, configuration changes, content or feature recommendations, and subscription adjustments) that address the customer’s concerns and clearly show the value of staying with FMG.
  • Manage subscription changes end‑to‑end, including upgrades, downgrades, and account changes, ensuring accurate processing, clear communication, and timely implementation.
  • Identify appropriate upsell or cross‑sell opportunities when additional features, modules, or higher‑tier plans are genuinely aligned with customer outcomes.
  • Provide accurate, timely answers to questions about FMG products, websites, and marketing tools, occasionally handling escalated or complex issues with patience and professionalism.
  • Document detailed notes on customer concerns, cancellation reasons, solutions offered, and agreed‑upon actions in HubSpot and other FMG tools to support continuity and reporting.
  • Develop strong partnerships with internal departments and stakeholders.
  • Share recurring customer feedback and trends with management and cross‑functional teams to help improve FMG’s products, messaging, and retention strategies.

Requirements

  • 2-3 years experience in sales, retention, or customer success/support where objection handling and closing or “saving” customers was part of the role.
  • 1-2 years SaaS experience preferred.
  • Demonstrated ability to meet or exceed targets related to retention, “saves,” customer satisfaction, documentation quality, and productivity.
  • Proven ability to provide great customer experiences, especially in challenging or emotionally charged conversations.
  • Ability to quickly learn and understand FMG’s internal products and translate that knowledge into practical recommendations for customers.
  • Comfortable operating in ambiguity, adjusting approach as processes, offers, and customer situations evolve.
  • Strong written and verbal communication skills, with the ability to explain technical or marketing concepts in clear, simple language.
  • Ability to work both independently and in a team environment in a remote, fast-paced setting, using tools like HubSpot and Google Workspace.
Benefits
  • Generous paid holiday schedule including a full week off for Winter Holiday Shutdown.
  • Comprehensive paid time off policies covering vacation, sick days, parental leave, 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.
  • On Demand Pay - allows access to a portion of your earned wages prior to payday with same day deposit.
  • Internet & Gym Reimbursement.
  • Equipment for remote work provided.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer retentionobjection handlingclosing salesSaaS experiencedocumentation qualitycustomer satisfactionupsellingcross-sellingtechnical recommendationsproblem-solving
Soft skills
communication skillsconsultative questioningpatienceprofessionalismadaptabilityteamworkindependenceemotional intelligencerelationship buildingfeedback sharing