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Customer Success Coordinator (Remote)

<h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">What We Do</h3>We help Financial Professionals build and grow their business in a variety of different ways. With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place.<h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">About Our Culture</h3>At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally.Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace.We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together!<h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">Our Employee Benefits</h3>At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award four years running now, and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package.<ul><li style="list-style-type:disc;">Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.</li><li style="list-style-type:disc;">Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.</li><li style="list-style-type:disc;">Our robust insurance plan includes:<ul><li style="list-style-type:circle;">Medical with $0 co-pay Telehealth plan </li><li style="list-style-type:circle;">Dental</li><li style="list-style-type:circle;">Vision</li><li style="list-style-type:circle;">Health Savings Account (HSA) with generous employer contributions</li><li style="list-style-type:circle;">Flexible Spending Accounts (FSA)</li><li style="list-style-type:circle;">Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage</li><li style="list-style-type:circle;">Company-paid Short & Long Term Disability coverage</li><li style="list-style-type:circle;">Company-paid Employee Assistance Program (EAP)</li></ul></li><li style="list-style-type:disc;">Matching 401(k) with immediate full vesting</li><li style="list-style-type:disc;">On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit</li><li style="list-style-type:disc;">Internet & Gym Reimbursement!</li><li style="list-style-type:disc;">We’ll provide you with the work computer equipment you need to set you up for success!</li><li style="list-style-type:disc;">Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!</li></ul><h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">About the Role</h3>As the Customer Success Coordinator at FMG, you are the front line of the brand experience for financial advisors building or relaunching their website. You guide each advisor through the website build process, owning client communication, project pacing, and the configuration work inside FMG's proprietary CMS.AI fluency is central to how you work in this role. You will use Claude, Gemini, and the FMG Assistant every day to accelerate client communication, project tracking, content review, and creative problem solving. Bringing a curious, problem solving mindset to AI tooling is core to the work.This role reports to a CSC Manager and collaborates closely with Front End Developers, Copywriters, Web Designers, Fulfillment, Customer Onboarding Specialists, and the broader Onboarding and Implementation team.<h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">Compensation This position offers $38,000 to $40,000 depending on experience and skills</h3><h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">Primary Responsibilities & Expectations</h3><ul><li style="list-style-type:disc;">Lead clear and professional communication with advisor clients via phone, email, and video conference to collaborate on building their website</li><li style="list-style-type:disc;">Use Claude, Gemini, and the FMG Assistant as part of your daily workflow to accelerate client communication, project tracking, content review, and creative problem solving</li><li style="list-style-type:disc;">Build advisor websites using FMG's proprietary content management system (CMS), translating client direction into a polished, brand accurate site</li><li style="list-style-type:disc;">Log every client communication and project activity in HubSpot to maintain a complete record of the build</li><li style="list-style-type:disc;">Manage a concurrent workload of 30 plus active projects, keeping each one on schedule and within scope</li><li style="list-style-type:disc;">Set clear expectations with advisor clients throughout the setup process, keeping them on target and within the agreed timeframe</li><li style="list-style-type:disc;">Adapt your approach to a wide range of clients, from hands on subscribers to those who want more guidance and support</li><li style="list-style-type:disc;">Partner with Front End Developers, Copywriters, Designers, Fulfillment, and Onboarding to move builds forward and resolve blockers quickly</li><li style="list-style-type:disc;">Leverage FMG's full suite of tools, including HubSpot, Google Workspace (Gmail, Sheets, Docs, Meet), Slack, Figma, and the FMG CMS</li><li style="list-style-type:disc;">Participate in team meetings, project standups, design reviews, and ongoing training</li><li style="list-style-type:disc;">Stay current on AI tooling and FMG process improvements, proactively suggesting ways to streamline the build experience</li><li style="list-style-type:disc;">Thrive in a fast paced, AI forward environment and have fun as we grow together</li><li style="list-style-type:disc;">Access to a private and secure workspace, free from distractions</li><li style="list-style-type:disc;">Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor</li><li style="list-style-type:disc;">An internet connection with speeds of 5 Megabits down and 3 Megabits up (5mbps and 3mbps)</li></ul><h3 style="line-height:1.2;margin-top:13px;margin-bottom:13px;">Skills and Qualifications</h3><ul><li style="list-style-type:disc;">Real world experience or related college degree required</li><li style="list-style-type:disc;">Two plus years of customer service or customer support experience</li><li style="list-style-type:disc;">AI fluency in Claude, Gemini, and the FMG Assistant as a core competency, with comfort using these tools in a production workflow</li><li style="list-style-type:disc;">Project management experience is a plus</li><li style="list-style-type:disc;">CRM experience, with HubSpot familiarity a plus</li><li style="list-style-type:disc;">Professional written and verbal communication skills, with the ability to stay calm, warm, and clear in client facing conversations</li><li style="list-style-type:disc;">An eye for design and the ability to give useful feedback on layout, content, and visual presentation</li><li style="list-style-type:disc;">Detail oriented, organized, and able to juggle multiple priorities with grace</li><li style="list-style-type:disc;">Self motivated and able to function both independently and within a team structure</li><li style="list-style-type:disc;">Strong time management and the ability to manage expectations, set schedules, and keep deliverables on track as agreed to</li><li style="list-style-type:disc;">Comfortable brainstorming and offering creative solutions to challenges big and small</li><li style="list-style-type:disc;">Quick on your feet and able to field questions and challenges as they happen</li><li style="list-style-type:disc;">Excellent follow up and follow through skills</li><li style="list-style-type:disc;">Experience with Apple Macs, Google Workspace, Slack, HubSpot, and other online tools is desired. The ability to quickly learn these and other tools is more important</li></ul><div style="list-style-type:disc;">Other Requirements<ul><li style="list-style-type:disc;">Must be available for virtual training</li><li style="list-style-type:disc;">Must be able to work a standard schedule during set business hours</li></ul></div>At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to inclusion in our employees, services, and products, as well as in the communities in which we live and work. We are 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 information. If you require accommodation to complete the application or interview process, please contact <a href="mailto:peopleteam@fmgsuite.com" style="text-decoration:none;">peopleteam@fmgsuite.com</a>.You can find out more about what it’s like to work at FMG, by visiting <a href="https://fmgsuite.com/about-us/" style="text-decoration:none;">https://fmgsuite.com/about-us/</a>

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