Job description
About the Position
We are in search of an engaging Enterprise Client Success Manager (CSM) to act as not only our client’s advocate, but also their consultant in helping them leverage our tools throughout their lifecycle. Our Enterprise CSMs ensure that clients are using the product to meet their overall business objectives. Personable, analytical and conscientious, this individual can aptly leverage industry knowledge and user-empathy in setting up, implementing, and supporting customized software projects while building a strong, personal relationship with our clients that leads to renewal and contract expansion.
Enterprise CSMs have a passion for assisting people in making the most effective and efficient use of SaaS products in their day-to-day. Enterprise CSMs are “product evangelists” focused on encouraging and driving product adoption and usage, thus, streamlining our customers’ day-to-day workflow. 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 on-boarding and implementation processes for clients ranging from major trade associations, global corporations, and strategic accounts.
About the Team
The FiscalNote Enterprise team is dedicated to providing a holistic, supportive experience to our clients. From on-boarding to encouraging best practices to comprehensive technical support, to growing strategic engagements, the team puts the clients’ needs first every day. We are dynamic, hard-working, and driven problem-solvers who thrive in an open team structure where there are constant learning opportunities and room for growth.
About You
You are a self-motivated, active-listener with the drive to ensure client success. Your intellectual curiosity and attention to detail drive your desire to know the ins and outs of any topic, product, process, and client use-case 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 independently navigating a broad range of client needs, while also pitching in wherever necessary to support clients and the team.
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What to Expect in this Position
- 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
What Sets You Apart
- 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
- Knowledge of the global legislative and policy landscape (preferred)
- 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 (preferred)
Excited about this role, but don’t meet 100% of the expected qualifications listed above? We’d still love for you to apply! 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 (NYSE: NOTE) is a leader in policy and global intelligence. By uniquely combining data, technology, and insights, FiscalNote empowers customers with critical insights and the tools to turn them into action.
Home to CQ, FrontierView, Oxford Analytica, VoterVoice, and many other industry-leading brands, FiscalNote helps organizations stay ahead of political and business risk.
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.
