Enterprise Client Success Manager

Employment Type: Full Time Employee

Position Overview

We are seeking an engaging Enterprise Client Success Manager (CSM) to serve as both a client advocate and a consultant, guiding them in leveraging our tools throughout their lifecycle. Our Enterprise CSMs ensure clients utilize the product to achieve their overall business objectives. This role requires a personable, analytical, and conscientious individual who can effectively apply industry knowledge and user empathy to set up, implement, and support customized software projects. Building strong, personal relationships with clients is key to driving renewals and contract expansions.

Enterprise CSMs are passionate about helping people make the most effective and efficient use of SaaS products in their day-to-day work. They act as "product evangelists," focused on encouraging and driving product adoption and usage to streamline our customers’ daily workflows. The CSM partners with the Account Management team to address specific client needs, identify potential service gaps, 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 and global corporations to strategic accounts.

About the Team

The FiscalNote Enterprise team is dedicated to providing a holistic, supportive experience to our clients. From on-boarding, encouraging best practices, and providing comprehensive technical support, to growing strategic engagements, the team prioritizes client needs daily. We are dynamic, hard-working, and driven problem-solvers who thrive in an open team structure with constant learning opportunities and room for growth.

About You

You are a self-motivated, active-listener with a drive to ensure client success. Your intellectual curiosity and attention to detail fuel your desire to understand the intricacies of any topic, product, process, and client use-case.

As 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 adjustments to meet your audience’s educational needs. 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.

What to Expect in this Position

• Deliver on-site and remote training for our full product suite.
• Identify and understand client training needs, combining them 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 specific client needs and workflows, often by translating disparate sources of their documentation into specific product configuration elements.
• Become an embedded consultant and advisor to 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 product usage 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’ product usage, 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 (e.g., help guides).

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