Customer Success Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate effective and professional communication with advisor clients through phone, email, and video conferencing to collaborate on their website development.

• Utilize Claude, Gemini, and the FMG Assistant in your daily tasks to enhance client communication, track projects, review content, and solve creative problems efficiently.

• Develop advisor websites using FMG's exclusive content management system (CMS), ensuring client instructions are transformed into a polished and brand-consistent site.

• Document all client interactions and project activities in HubSpot to maintain a comprehensive record of the website creation process.

• Oversee a concurrent workload of more than 30 active projects, ensuring each remains on schedule and within defined scope.

• Establish clear expectations with advisor clients throughout the setup process, keeping them focused and within the predetermined timeline.

• Tailor your approach to accommodate a diverse range of clients, from hands-on subscribers to those requiring additional guidance and support.

• Collaborate with Front End Developers, Copywriters, Designers, Fulfillment, and Onboarding teams to advance builds and swiftly address any obstacles.

• Make use of FMG's complete array of tools, including HubSpot, Google Workspace (Gmail, Sheets, Docs, Meet), Slack, Figma, and the FMG CMS.

• Engage in team meetings, project standups, design reviews, and continuous training sessions.

• Keep up-to-date with AI tools and FMG process enhancements, proactively proposing methods to streamline the build experience.

• Excel in a dynamic, AI-driven environment and enjoy the journey of growth together.

• Access a private and secure workspace, free from distractions.

• Be available during the assigned work hours for regular duties and responsibilities as specified by the supervisor.

• Maintain an internet connection with speeds of 5 Megabits down and 3 Megabits up (5mbps and 3mbps).

⛳️ Requirements

• Relevant real-world experience or a related college degree is required.

• At least two years of customer service or customer support experience is necessary.

• Proficiency in AI tools such as Claude, Gemini, and the FMG Assistant is essential, with a comfort level for using these tools in a production setting.

• Experience in project management is advantageous.

• Familiarity with CRM systems, particularly HubSpot, is a plus.

• Excellent written and verbal communication skills, with the ability to remain calm, friendly, and clear during client interactions.

• A keen eye for design and the capability to provide constructive feedback on layout, content, and visual presentation.

• Highly detail-oriented, organized, and able to manage multiple priorities with poise.

• Self-motivated and capable of working both independently and collaboratively within a team environment.

• Strong time management skills, with the ability to manage expectations, establish schedules, and keep deliverables on track as agreed.

• Comfortable generating ideas and proposing creative solutions to various challenges.

• Quick-thinking and able to address questions and challenges as they arise.

• Exceptional follow-up and follow-through abilities.

• Experience with Apple Macs, Google Workspace, Slack, HubSpot, and other online tools is preferred. The ability to quickly learn these and other tools is paramount.

🏝️ Benefits

• Generous paid holiday schedule that includes a full week off for Winter Holiday Shutdown.

• Comprehensive paid time off policies covering vacation, sick days, parental leave, and bereavement leave.

• Medical coverage with $0 co-pay.

• Telehealth plan included.

• Dental insurance provided.

• Vision coverage available.

• Health Savings Account (HSA) with generous contributions from the employer.

• Flexible Spending Accounts (FSA) offered.

• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage.

• Company-paid Short & Long Term Disability coverage included.

• Company-paid Employee Assistance Program (EAP) available.

• Matching 401(k) plan with immediate full vesting.

• On-Demand Pay option allows access to a portion of earned wages before payday with same-day deposit.

• Reimbursements for internet and gym expenses.

• Work computer equipment provided.