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, & driven individuals who thrive in an open team structure where there are constant learning opportunities & room for growth. For us, client success is about taking on new challenges, helping our clients as much as possible, & having fun while we do it.
About the Position
Client Success Managers (CSMs) have a passion for assisting people in making the most effective & efficient use of SaaS products in their day-to-day. Technologically savvy & unafraid of online platforms, CSMs are product evangelists focused on encouraging & driving product adoption & usage, thus, streamlining our customers' day-to-day workflow. Through a combination of industry expertise, product knowledge, & client-management skills, the CSM partners with the Account Management team to solve specific client needs, identify potential gaps in service, & provide both on-site & virtual product training sessions. Working in a fast-paced environment, CSMs manage & coordinate the onboarding & implementation processes for a variety of policy-focused clients ranging from associations, corporations, issue-based nonprofits, law firms, federal/state agencies & more. In addition to training & supporting clients, the CSM assists with designing & delivering internal sales & product training as needed.
Deliver on-site & webinar training for our full product suite
Be responsible for identifying & understanding the training needs of our internal & external clients & combining these needs with industry best practices to create interactive & effective training programs
Proactively focus on customers to reduce risk & drive product adoption & usage
Analyze client's current usage of products & suggest "best practices" that increase customer efficiency & effectiveness
Identify & qualify sales leads & opportunities; work with Account Managers to build upon existing opportunities within their customer base
Build & 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, & competitive situations and work with the Account Management & Sales teams to protect & ultimately grow revenue
Create & update training resources (help guides, tutorial videos, etc.) for both internal & external use
Assist Support team in providing first-line support to address technical client needs as required
1+ year(s) of experience & success in developing & delivering client-focused multimedia (online, in-person, webinar, video, etc.) training sessions
Superior presentation skills
Experience conducting effective consultative conversations
Experience educating customers on exciting new SaaS features & industry best practices
Proven ability to multitask & impeccable attention to detail
Strong written & verbal communication skills
Ability to work independently while embracing a close knit team environment
Familiarity with Salesforce or equivalent CRM tool (preferred)
Knowledge of the legislative & policy arena (preferred)
You are self-motivated & technically savvy. Your intellectual curiosity & attention to detail often drive your desire to know the ins & outs of any topic, product, & process you encounter. A proven presenter, you are confident, well-spoken, & 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 & are comfortable working as both an individual contributor & a team player.