About the Position
FiscalNote is seeking a Client Success Manager for the Fireside product, the premier Constituent Relationship Management software for federal, state, and local government officials and their staff. Client Success Managers (CSMs) here at Fireside are the gateway to the client and the client’s essential relationship with their constituents. The client’s first robust impression of the Fireside product is established by the CSM. In that way, CSMs work to ensure our clients utilize the product in ways that enhance their ability to achieve their goals. CSMs are additionally conduits between our clients and all other moving parts internally here at Fireside.
About the Client Success Team
The mission of the Fireside Client Success Team is to help our clients foster stronger connections with their constituencies. In turn, our work drives their continued business with us and further opportunities for expansion. Our CSMs are technologists, have a refined consultative approach, and believe that authentic relationship building is at the core of their work, particularly in retaining our clients year to year.
About You
-Able to think quickly on your feet and make in-the-moment decisions on what recommendations to provide to the client
-Self-motivated and independent
-Ability to own a book of business with high performing clients
-Ability to lead and manage demanding clients, including effectively communicating the best path forward for them in circumstances in which they’d like to execute differently
-Know when to proactively reach out to the team for help or brainstorming
-Eligible to work in the U.S.
-Willing and able to have work eligibility verified via E-Verify
-Able to pass a background check for the U.S. House of Representatives once hired
What To Expect In This Position
- Manage client onboarding and implementation:
- Demonstrate mastery of the Fireside platform and be willing to continuously study the product as it evolves
- Onboard, implement, and manage new accounts, ensuring their training and account configuration needs are met and lead to product adoption and renewal
- Administer client education and coaching
- Deliver webinar and on-site (as applicable) training for our core Fireside product
- Build and maintain strong relationships with key stakeholders in your assigned book of business to ensure customer satisfaction
- Increase user platform engagement and adoption to improve customer retention
- Analyze clients’ current usage of Fireside and suggest "best practices" that increase customer efficiency and effectiveness
- Understand the challenges and pain points of a client and be able to translate how our tools can help solve them
- Work closely with assigned Account Managers, as well as other client facing teams, on overall management of your assigned book of business
What Sets You Apart
- 2+ years experience in client facing roles specific to sales, support, success and/or a comparable position
- Driven, hardworking, growth oriented
- Leadership minded, yet team oriented
- Willing to go the extra mile for our clients and our team
- Empathetic, inquisitive, and solutions oriented
- Experience on the Hill, at the State and/or Local levels of government helpful, but not required
