Job type full-time
Full job description
Remote friendly position!
About our culture
Fmg suite began 10 years ago and now has 300+ (and growing!) employees connected across the globeWe embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balanceWe value collaboration and open, thoughtful communicationWe believe work should be both engaging and challenging, mixed with a good sense of humorOur goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of workWe’re building a winning team of a+ players and we hope you’ll be next to join us.
Our commitment to diversity, equity, and inclusion (dei)
At fmg suite, we believe in the wholehearted acceptance of each other regardless of our differencesWe strive to foster an environment that allows everyone to contribute to our mission in their unique waysWith the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.
What we do
We’re a marketing software company serving 25,000+ small business owners, primarily financial advisors and insurance agentsGenerally, these growth-oriented businesses don’t have dedicated marketing departments but know they need to market themselvesOur software helps them do just thatWe work together to create beautiful website designs, automated marketing tools, and award-winning educational content, helping our customers build better relationships with their clients with less hands-on effort.
Our employee benefits
Fmg suite strives to be a top-tier employerWe continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide.
Optional alternate 9-80 work schedule – with every other friday off
Generous paid holiday schedule with a paid winter holiday shutdown week!
Paid vacation and sick leave
Robust insurance plan including company-paid life, short term disability, long term disability and employee assistance plan(s)
Matching 401(k) with immediate full vesting
Paid parental leave
Context of this role
As a saas company, our customer experience (cx) team is responsible for the customer experience at our customer touchpoints, inside and outside the productThis team handles customer data and storytelling; customer change management through migrations, onboarding, and product changes; product announcements, adoption, and engagement; and 1-to-many communicationsWe analyze customer loyalty through nps surveys, customer happiness through our csat, and customer ease through our ces, and we aspire to harness this data to architect more of the customer journey.
At fmg suite, we treat customer service and customer experience as separate disciplinesThe customer service team works directly with customers, generally in response to a customer issue or needIn contrast, customer experience proactively educates and shapes large customer groups, in alignment with larger business goalsWe are also the voice of the customer in the organization.
That’s where you come inYou’ll support our director of customer experience to improve customer experience across 5 brands, through data analysis and storytellingThis includes: compiling and evaluating data to support our voice of customer program; developing new analytical models, approaches and measurements; and helping our management team leverage our voc program to further accelerate our profitable growth.
You are meticulous and innovative with data
You are excited to positively affect an organization to be more data-minded
You are curious to understand customers and user personas
You love making customers happy and successful
You thrive in a small team with great reach
Ability to clearly see how to leverage data to help make strategic decisions
Comfort processing and analyzing data
Experience with sql
Experience using power bi or similar business intelligence tool
Practice identifying and tracking initiatives that improve the customer experience
Strong presentation skills (public speaking, webinar, screen recordings, etc.)
General knowledge of marketing best practices and techniques
A good sense of humorIt’s part of our brand and it can be tough to fake it.
Nice to have skills
Knowledge of the financial services and / or insurance industries
Familiarity with intercom and salesforce
At the end of the day
The 25,000+ small businesses we serve want to have a great experience with fmg suiteWe have an organization motivated to craft that experience thoughtfully and artfullyWe have an excellent team, with substantial creative support and a positive and healthy environment for you to work inNow we’re looking for someone who is excited about making life better for our customers, using data to know who our customer is, what rattles them, and what they dream ofWe’ve found that the best people to do this with are folks who pride themselves in collaborating well with others and who enjoy putting themselves in the shoes of our customers.
Fmg suite is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic informationIf you require accommodation to complete the application or interview process, please contact email@example.com
You can find out more about what it’s like to work at fmg suite by visiting https://fmgsuite.com/about-us/