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.
Deliver on-site and webinar training for our full product suite
Be responsible for identifying and understanding the training needs of our internal and external clients and combining these needs with industry best practices to create interactive and effective training programs
Proactively focus on customers to reduce risk and drive product adoption and usage
Analyze client’s current usage of products and suggest "best practices" that increase customer 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 (help guides, tutorial videos, etc.) for both internal and external use
Assist Support team in providing first-line support to address technical client needs as required
1+ year(s) of experience and success in developing and 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 and industry best practices
Proven ability to multitask and impeccable attention to detail
Strong written and 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 and policy arena (preferred)
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.
FiscalNote is the leading Issues Management platform. Our mission is to build the world’s most powerful platform for analyzing government risk and opportunity. For organizations facing government impact, FiscalNote is the platform for professionals to plan and execute their organization’s government risk strategy. Organizations rely on FiscalNote because of its accurate and relevant information, cutting-edge analytics, and ease of use. Our fierce curiosity and insatiable urge for the next challenge pours into our company culture.
FiscalNote offers competitive salaries, equity packages, and retirement accounts to ensure we’re all FN owners. We work hard, so we want you to play hard; our open vacation policy and vacation expense contribution help us ensure you’re getting the R&R you need. We offer comprehensive health, vision, and dental insurance options supplemented by a flexible spending account (FSA). We have a slew of other benefits which you can check out at careers.FiscalNote.com.
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.