SMB Program Specialist
Anywhere in the USFull-TimeMiddle
Salary70,000 USD per year OTE
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Job Details
- Required Skills
- Microsoft ExcelMicrosoft Office
Requirements
- Proven knowledge of the FMX software or demonstrated ability to rapidly become an FMX expert
- Experience designing and executing customer engagement programs at scale in a SaaS or Customer Success environment
- Hands-on experience with CRM platforms and automation tools
- Experience with Planhat is a strong plus
- Demonstrated ability to produce compelling customer-facing content, including webinars, video walkthroughs, and written communications
- A data-driven mindset with the ability to analyze engagement metrics and iterate on programs based on results
- Strong project management skills with the ability to manage multiple programs and deadlines simultaneously
- Experience in Microsoft Office, specifically Microsoft Excel
- The ability to build and nurture relationships with customers and internal stakeholders
- Excellent written and verbal communication skills, with a strong ability to distill complex information into clear, engaging content
- An understanding of when to proactively reach out to customers and how to identify at-risk or high-opportunity accounts
- An innovative way of thinking to creatively solve problems and build programs from the ground up
- A positive, customer-centric attitude
- Self-motivation and strong time management skills, with the ability to thrive in an autonomous, remote-first environment
- Commitment to continuous improvement and a coachable spirit
- Effective presentation and facilitation skills, particularly for hosting live virtual events
Responsibilities
- Design, build, and continuously improve a scalable SMB programming system that drives customer engagement, product adoption, and retention across 2,000+ accounts
- Plan and execute multi-channel customer communication campaigns including email blasts, newsletters, and targeted outreach sequences
- Host and produce customer-facing webinars, virtual events, and live Q&A sessions on topics informed by real customer trends and pain points
- Develop customer education content such as video walkthroughs, help guides, and best practice resources that reduce inbound outreach and increase self-sufficiency
- Build and manage automated playbooks, workflows, and health score triggers in Planhat (CRM) to enable proactive, data-driven customer engagement at scale
- Analyze customer data and inbox trends to identify the most pressing pain points across the SMB segment and translate those insights into actionable programming
- Collaborate closely with the SMB Customer Outcome Manager team to ensure programming addresses real customer needs and aligns with account-level outreach
- Track, report on, and continuously optimize program performance metrics including open rates, webinar attendance, adoption indicators, and retention outcomes
- Identify opportunities for upsell and cross-sell through programmatic touchpoints, surfacing qualified leads for the COM team
- Manage and record all program activities, campaign results, and customer engagement data in Planhat
- Serve as a Customer Outcome Manager for a select portfolio of SMB accounts as needed, ensuring retention through driving value, product adoption, and customer satisfaction
- Travel to customer events, conferences, and FMX regional forums as needed
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