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.
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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)