Customer Lifecycle Marketing Specialist

🔥 14 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🎡 Marketing

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FMX

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

📚 Education

SaaS • Enterprise • Education

FMX is a leading provider of facilities and maintenance management solutions, designed to streamline processes, increase asset productivity, and deliver actionable insights for optimal operational efficiency. FMX caters to a wide range of industries including K-12 education, higher education, municipal government, manufacturing, restaurants, property management, healthcare, and religious organizations. Their comprehensive software features modules for facilities management, maintenance management, work order management, preventive maintenance, equipment maintenance, and inventory management. With a focus on ease-of-use and customer support, FMX helps organizations of all sizes optimize their maintenance operations and reduce costs, making it a reliable choice for facility management needs across various sectors.

📋 Description

• 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 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.

🎯 Requirements

• A 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. • Excellent written and verbal communication skills, with a strong ability to distill complex information into clear, engaging content. • Understanding of how to proactively reach out to customers and identify at-risk or high-opportunity accounts. • Innovative thinking to creatively solve problems and build programs from the ground up. • Commitment to continuous improvement and a coachable spirit. • Effective presentation and facilitation skills, particularly for hosting live virtual events.

🏖️ Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance. • Home office stipend of up to $500 for equipment, furniture, and accessories. • $60/month towards home internet connection. • Generous PTO and UTO policies to ensure sick time doesn't cut into vacation time. • Flexible schedule to manage personal appointments as long as performance expectations are met. • Opportunity to have significant influence over company direction.