Client Success Manager

Summary

Join FiscalNote as an Enterprise Client Success Manager (CSM) and become a trusted advisor to our clients, helping them leverage our tools to achieve their business objectives. You will act as both advocate and consultant, ensuring clients effectively utilize our products. Responsibilities include delivering on-site and remote training, designing custom product instances, and proactively focusing on user adoption and risk reduction. You will analyze client usage, suggest best practices, and identify sales leads. Building strong client relationships and collaborating with Account Management and Sales teams to grow revenue are also key aspects of this role. The ideal candidate possesses 3-5 years of client-facing experience, superior presentation skills, and a proven ability to manage multiple projects.

Requirements

• 3-5 years experience in a client-facing role
• Proven ability to multitask while maintaining impeccable attention to detail
• Superior presentation skills
• Experience conducting effective consultative conversations
• Experience educating customers on exciting new SaaS features and industry best practices
• Strong written and verbal communication skills
• Proven ability to coordinate and manage multiple projects across a range of internal and external stakeholders
• Ability to work independently while embracing a close knit team environment

Responsibilities

• Deliver on-site and remote training for our full product suite
• Be responsible for identifying and understanding the training needs of clients and combining these needs with industry best practices to create interactive and effective training and on-boarding programs
• Design and build custom instances of our products and services to match your particular clients' needs and workflow, often by translating disparate sources of their documentation into specific product configuration elements
• Become an embedded consultant and advisor to your clients to learn and address their needs in a way that translates to increased adoption and up-sell revenue
• Proactively focus on users to reduce risk, drive product adoption, and increase usage
• Analyze clients’ current usage of products and suggest best practices that increase user efficiency and effectiveness
• Identify and qualify sales leads and opportunities; work with Account Managers to build upon existing opportunities within their customer base
• Build and maintain strong relationships with influential site contacts at assigned client organizations to ensure customer satisfaction
• Leverage knowledge of clients’ use of products, future service needs, and competitive situations and work with the - Account Management​ and Sales teams to protect and ultimately grow revenue
• Create and update training resources and implementation/ on-boarding documentation (help guides, tutorial videos, etc.) for both external use, especially resources specific to your clients
• Assist Support team in providing first-line support to address technical client needs as required

Preferred Qualifications

• Knowledge of the global legislative and policy landscape
• Knowledge of the inner-workings of large organizations and how different teams work together, as well as how to work as a CSM within this framework

Benefits

• Competitive salaries
• Retirement accounts
• Equity packages