Client Success Manager @ FiscalNote

INACTIVE

Full-Time

Client Success Manager

Posted on 4/7/2024

FiscalNote

201-500 employees

AI-driven risk management and insights platform

Data & Analytics

AI & Machine Learning

Junior

Remote in USA

Required Skills

Communications

Public Policy

Salesforce

Requirements

2+ years experience and proven success in delivering consultative trainings for a SaaS product
Superior presentation skills
Experience conducting effective consultative conversations
Demonstrated ability to manage multiple client relationships across a number of different product combinations
Strong written and verbal communication skills
Ability to work independently while embracing a close knit team environment
Proven success with troubleshooting and problem solving
Experience with technical implementation of software (preferred)
Familiarity with Salesforce or equivalent CRM tool (preferred)
Knowledge of the legislative and policy arena (preferred)

Responsibilities

Manage a portfolio of accounts, ensuring their training and account configuration needs are met and lead to product adoption and renewal
Demonstrate mastery in all products within the Public Policy/Issues Management and Advocacy lines of business (currently 5 core products)
Deliver on-site (as applicable) and webinar training for our full product suite across all clients
Leverage ChurnZero to proactively focus on customers to reduce risk and drive product adoption and usage
Analyze clients' current usage of products and suggest "best practices" that increase customer efficiency and effectiveness
Build and maintain strong relationships with influential site contacts at assigned client organizations to ensure customer satisfaction
Understand the challenges and pain points of a client and be able to translate how our tools can help solve those

About the Position

Client Success Managers (CSMs) have a passion for assisting people in making the most effective and efficient use of SaaS products in their day-to-day. Technologically savvy and unafraid of online platforms, CSMs are “product evangelists” focused on encouraging and driving product adoption and usage, thus, streamlining our customers’ day-to-day workflow. Through a combination of industry expertise, product knowledge, and client-management skills, the CSM partners with the Account Management team to solve specific client needs, identify potential gaps in service, and provide both on-site and virtual product training sessions. Working in a fast-paced environment, CSMs manage and coordinate the onboarding and implementation processes for a variety of policy-focused clients ranging from associations, corporations, issue-based nonprofits, law firms, federal/state agencies and more. In addition to training and supporting clients, the CSM assists with designing and delivering internal sales and product training as needed.

About the Team

The FiscalNote Client Success team is dedicated to providing a holistic, supportive experience to our clients. From onboarding to crafting strategic best practices to comprehensive technical support, the team strives to put the clients’ needs first every day. We are dynamic, hard-working, and driven individuals who thrive in an open team structure where there are constant learning opportunities and room for growth. For us, client success is about taking on new challenges, helping our clients as much as possible, and having fun while we do it.

About You

You are self-motivated and technically savvy. Your intellectual curiosity and attention to detail often drive your desire to know the ins and outs of any topic, product, and process you encounter. A proven presenter, you are confident, well-spoken, and able to communicate effectively at all levels. You are unafraid to think quickly on your feet, making in-the-moment presentation changes to ensure your audience’s education needs are met. You excel in a fast-paced, technology-driven environment and are comfortable working as both an individual contributor and a team player.

What To Expect In This Position

Manage a portfolio of accounts, ensuring their training and account configuration needs are met and lead to product adoption and renewal
Demonstrate mastery in all products within the Public Policy/Issues Management and Advocacy lines of business (currently 5 core products)
Deliver on-site (as applicable) and webinar training for our full product suite across all clients
Leverage ChurnZero to proactively focus on customers to reduce risk and drive product adoption and usage
Analyze clients’ current usage of products and suggest "best practices" that increase customer efficiency and effectiveness
Build and maintain strong relationships with influential site contacts at assigned client organizations to ensure customer satisfaction
Understand the challenges and pain points of a client and be able to translate how our tools can help solve those

What Sets You Apart

2+ years experience and proven success in delivering consultative trainings for a SaaS product
Superior presentation skills
Experience conducting effective consultative conversations
Demonstrated ability to manage multiple client relationships across a number of different product combinations
Strong written and verbal communication skills
Ability to work independently while embracing a close knit team environment
Proven success with troubleshooting and problem solving
Experience with technical implementation of software (preferred)
Familiarity with Salesforce or equivalent CRM tool (preferred)
Knowledge of the legislative and policy arena (preferred)

Excited about this role, but don’t meet 100% of the expected qualifications listed above? We’d still love for you to apply! FiscalNote is committed to building a diverse and inclusive workforce where unique experiences are valued and everyone has the opportunity to contribute. Research has continuously shown that women and people of color are less likely to apply to jobs unless they meet all of the listed qualifications. We want to help overcome this trend and seek to make space for unique and relevant skills and attributes. So, when applying to FiscalNote, rest assured that your application is reviewed by a living, breathing human being and evaluated based on key competencies needed for success in the position. Our Recruiting team maintains awareness of all open roles which means your application may be assessed against multiple positions and we will reach out to gauge your interest in other opportunities as appropriate. Questions or concerns? Contact [email protected], we’d be happy to connect!

As part of FiscalNote’s commitment to creating an accessible and inclusive hiring process, we strive to provide reasonable accommodations for persons with medical conditions or disabilities that will enable their access to the hiring process. If you need an accommodation, please send an email to [email protected] to let us know the nature of your request.

About FiscalNote

FiscalNote is the premier information services company focused on global policy and market intelligence. By combining AI technology, expert analysis, and legislative, regulatory, and geopolitical data, FiscalNote is reinventing the way that organizations minimize risk and capitalize on opportunity.

Home to CQ, Roll Call, Oxford Analytica, and VoterVoice, FiscalNote empowers more than 5,000 clients worldwide to monitor, manage, and act on the issues that matter most to them. To learn more about FiscalNote and its family of brands, visit FiscalNote.com and follow @FiscalNote.

At FiscalNote, we Lead with Values

Know your Audience ∙ Find the Truth ∙ Drive Alignment ∙ Level Up ∙ Own the Job ∙ Bias for Action ∙ Support the Family

FiscalNote is continuing to hire new talent, with all interviewing and on-boarding done virtually due to COVID-19. New team members, along with our current staff, will temporarily work remotely (unless communicated otherwise).

Company Benefits

FiscalNote supports our people by enabling team members with flexibility and benefits to promote well-being and balance, ensuring all FiscalNoters can bring their authentic selves to work. We start by offering competitive salaries, retirement accounts, and equity packages to ensure we’re all FN owners. Plus, our comprehensive benefits packages align with regional requirements and expectations no matter where you are located across the globe. Learn more at https://careers.fiscalnote.com/benefits/.

FiscalNote values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, religious beliefs, disability, sexual orientation or age. FiscalNote is an EEOC employer.

FiscalNote uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-Verify.

FiscalNote

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FiscalNote stands out as an excellent workplace due to its cutting-edge role in utilizing artificial intelligence to manage operational risks in various domains, including political, corporate, and regulatory environments. This focus not only positions the company at the forefront of a niche market but also fosters a culture of informed decision-making and strategic foresight. Employees benefit from engaging in high-impact projects that leverage ESG expertise, nurturing a professionally enriching environment.

Company Stage

IPO

Total Funding

$734.1M

Headquarters

Washington, District of Columbia

Founded

2013

Growth & Insights

Headcount

6 month growth

↑ 0%

1 year growth

↑ 0%

2 year growth

↑ 16%

Benefits

Health - The health of you and your family is important to us — so much so that we subsidize a large portion of healthcare premiums for not only you, but also your dependents. Our FSA allows you to shuttle tax-free dollars for out-of-pocket health care costs. An onsite gym greases the wheels for your workout needs.

Paid Time Off - We recognize refreshed employees are productive employees. We do not put a number on the amount of days an employee can take off which allows them to take time away from work to recharge as they need it.

Commuting - Travel to work can be expensive, so on top of contributing toward your commuting expenses – including garage parking and public transit – we offer a corporate bikeshare membership at a steep discount. We also allow employees with pricier commutes to dedicate pretax dollars toward their travel.

Retirement - Your long term well-being is directly tied to your ability to save for the future. By offering a match on contributions you make to a company-sponsored 401(k), we make it hard not to think about the later years.

Parental Leave - Building your family is just as important as building our business. We’re happy to empower our employees to spend time with their new little ones by providing 18 weeks of paid maternity and paternity leave after a year of service to the company.

INACTIVE