Manager

• Serve as the dedicated point of contact for accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction
• Identify leads for upsell and cross-sell of additional features of the FMX software
• Record meetings, phone calls, follow-ups, and miscellaneous tasks in Gainsight
• Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX
• Travel to customer events

Customer Outcome Manager

Sales Development Rep

• Make 400 calls and set 5 meetings per week
• Maintain 14 Meetings held and 10 Qualified Opportunities per Month
• Engage with leads given to you by the SDR manager with the goal of setting an appointment for your Account Executive(s)
• Support FMX’s marketing efforts by following up on Marketing Qualified Leads from field events and progressing them through the FMX Sales Funnel
• Manage prospect/lead status, data integrity, and prospect notes in Gong and Salesforce
• Communicate with the Account Executive team regarding prospect notes, meeting times, and key topics to review for all meetings set
• Actively pursue self-improvement and assist the team in meeting company goals

Sales Development Representative

Account Executive

• Own and manage a territory in one of our Public Sector (K-12 Education, Higher Education, and State and Local Government/Municipalities or Commercial) markets
• Consistently meet and exceed quarterly and annual new business targets
• Build relationships with potential clients; analyze their current challenges and quickly decipher if and how FMX can help solve these challenges
• Progress potential clients through the buyer’s journey and FMX sales funnel, i.e. prepare and host platform demonstrations, negotiate contracts, educate key decision makers on the product, set proper expectations for implementation, etc.
• Utilize Salesforce, Gong, and other platforms within the FMX tech stack to properly manage and facilitate opportunities
• Utilize all the resources at your disposal to effectively and efficiently secure deals
• Achieve and exceed quarterly/annual metrics (meetings held, ARR closed, etc.)
• Collaborate with your SDR team regarding prospect notes, meeting times, and key topics to review for all meetings set
• Contribute to strategic weekly sales and training meetings
• Actively pursue self-improvement and assist the team in meeting company goals
• Manage pipeline and opportunities to ensure all data is accurate and up to date

Sales Engineer

• Prepare and deliver technical presentations explaining products and services to customers and prospective customers
• Support Account Executives and Account Managers with technical demos involving unique workflows, third party integrations, or other new challenges
• Partner with sales executives to plan and execute presentations for enterprise deals
• Participate in on-site demonstrations for enterprise accounts (10-20% Travel)
• Use innovative technology that can be demonstrated during the sales process to drive out additional problem spotting
• Attend and contribute to weekly and quarterly sales meetings and customer success meetings
• Develop trusted relationships with prospects, leveraging knowledge of their business requirements to understand the business needs driving changes to the product
• Attend and contribute to development daily standups and quarterly strategy sessions
• Collect and document competitive intelligence
• Effectively communicate client and prospect needs to the product team for future product enhancements
• Organize themes and trends stated by the prospects during the sales cycle and effectively communicate with the executive and product team

Program Manager

• Lead scoping calls with customers and prospects to understand workflows, requirements, and acceptance criteria.
• Review partner API documentation and align with Engineering to assess feasibility, effort, risks, and dependencies.
• Make the call on whether a customer-sourced integration is strategically viable enough for FMX to build and support.
• Pursue formal partnership steps with the vendor when appropriate.
• Drive scope alignment and secure formal agreement via an SOW.
• Coordinate delivery and testing with Engineering and the requesting customer.
• Build and run a formal inbound partner intake process.
• Define and maintain requirements for being considered an official FMX partner.
• Lead partnership formation activities and document agreements and expectations.
• Own ongoing partner relationship management, including partner profiles and engagement history in a partner relationship management (PRM) or CRM system.
• Coordinate partner testing readiness by ensuring the partner has the environments, documentation, and support needed to test the integration.
• Maintain a clear, up-to-date inventory of partnerships and integrations.
• Identify and pursue strategic integration opportunities that improve FMX marketability, retention, and revenue.
• Validate market demand and recruit design partners or test customers.
• Coordinate testing for FMX-sourced strategic integrations by recruiting FMX customers to participate in testing efforts.
• Run the same feasibility, partnership, sandbox access, delivery, and testing motion as customer-sourced work.
• Ensure integrations are supportable long-term with clear ownership, documentation, and governance.
• Partner with Marketing and Sales to package, enable, and launch integrations to the broader customer base.
• Create enablement materials such as positioning, one-pagers, FAQs, qualification guidance, and internal playbooks.
• Track partner-sourced and partner-influenced pipeline and other agreed metrics, and iterate on the results.
• Provide structured, proactive stakeholder updates with clear status, risks, decisions needed, and next steps.

Partnership Program Manager

Customer Success Manager

• Map and optimize the post-sales lifecycle, including professional services handoffs, implementation milestones, and renewal workflows.
• Maintain and enhance our CS tech stack (e.g., Salesforce, Planhat, Zendesk), ensuring tools are configured to support day-to-day workflows.
• Build and audit dashboards that track key performance indicators (KPIs) such as Net Dollar Retention (NDR), Time-to-Value (TTV), CSAT/NPS, Customer Health Score, and Customer Product Adoption.
• Perform regular audits of customer data within the CRM to ensure accurate health scoring, renewal dates, and contract values.
• Provide data and analysis for CS Leadership and Rev Ops, turning insights into actions and process improvements.
• Develop automated playbooks to alert the team of upcoming renewals or expansion opportunities, ensuring no revenue falls through the cracks.
• Streamline ticket routing and project management tracking to improve efficiency for our Support and Professional Services teams.
• Create and maintain internal "how-to" guides for CS processes to ensure team-wide consistency and seamless onboarding for new hires.
• Evaluate, recommend, and implement new technologies to support CS strategy and growth.

Customer Success Operations Specialist

• Serve as the dedicated point of contact for SMB accounts post-implementation and own the overall customer relationship by ensuring retention through driving value, user adoption, and satisfaction
• Design and implement programs to serve SMB customers at scale, including but not limited to webinars and office hours
• Identify leads for upsell and cross-sell of additional features of the FMX software
• Record meetings, phone calls, follow-ups, and miscellaneous tasks in Planhat
• Build strong relationships with the customer executive levels and ensure they are consistently seeing the value of FMX
• Travel to customer events

Customer Outcome Manager, SMB

• **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

Enterprise Customer Outcome Manager

Product Marketing

• Develop clear, compelling value propositions and messaging frameworks that differentiate our products and solidify our positioning in a crowded market.
• Lead end-to-end go-to-market (GTM) execution and product launches, coordinating cross-functional teams to ensure consistent delivery across all channels.
• Drive sales enablement by arming our team with the tools they need to win, including pitch decks, case studies, one-pagers, and competitive battle cards.
• Gather deep market intelligence to become the resident expert on our competition and our buyers’ specific purchasing criteria.
• Partner on content strategy by collaborating with the creative team to produce high-impact assets, such as blogs, whitepapers, and videos, that address every stage of the funnel.
• Foster customer advocacy by engaging with users to gather the insights, testimonials, and success stories that validate our product’s value.