Client Success Manager, FiscalNote Global Intelligence

About the Position

The Client Success Manager will engage with a portfolio of clients across North and Latin America to ensure they get the best value from FiscalNote: Global Intelligence (FNGI) products and services. These services are primarily from the Dragonfly, FrontierView, and Oxford Analytica brands. The focus of the role is to drive product adoption and usage, and thereby to help deliver renewals, upsell and cross-sales.  All Client Success Manager activities are related to helping customers achieve their goals through the effective use of FNGI services. This role reports to the Senior Director of Client Success and Support (FNGI).

About the FNGI Commercial Team

FNGI’s Commercial team is the touchpoint for all client interactions. It is made up of Sales Development, Business Development, Account Management, Client Success and Client Support. Each of these teams works very closely to ensure that the business reaches its overall revenue growth objectives. The Account Management and Client Success team is responsible for the existing book of business in terms of renewals, upsells, cross-sells, and cost-price increases. The Client Success and Support Team is the intersection between the promise of FNGI’s suite of products and the business outcome the customer wants to achieve.

About You

The Client Success Manager needs to be proactive, a relationship builder, and must be comfortable ensuring a customer’s business objectives are achieved through the full utilization of multiple products by end users. Each Client Success Manager is expected to become comfortable with all core FNGI products, whilst developing/have product mastery for a particular product, providing advice and guidance to your colleagues when more complex issues arise.

• Liaise and build relationships with key individuals within clients in a defined book of business and ensure that they are satisfied with the services they receive.
• Work closely with Account Managers on success plans for accounts in the book of business to grow and protect revenue; give early warnings regarding renewals and opportunities.
• By managing your book of business, ensure Gross Revenue Retention and Churn targets are met, along with Product Adoption and usage rates.
• Uncover growth opportunities to assist in expanding the account (additional licenses, products, use cases). Once identified, qualify these Upsell opportunities and Cross-sell opportunities and pass to the Account Manager to close.
• Manage the implementation and onboarding process of new customers across multiple products.
• Leverage CRM and CSM softwares to proactively focus on customers to reduce risk and drive product adoption and usage (as data is available)
• Contribute to account management strategy with in-depth knowledge of end user sentiment, behavior and adoption.
• Consult customers on best practices and re-share knowledge as thought leadership amongst like customers.
• Identify barriers or friction points that prevent end user adoption of a product and provide necessary guidance/resources to remove or reduce.
• Design, craft and deploy different strategies to engage with clients, testing ideas and then sharing what works with the wider team.

• 2+ years of customer success/support experience.
• Experience conducting effective consultative conversations.
• Experience and demonstrable success in engaging with clients, including individuals at prestigious organisations and those at executive level.
• A proactive, solution-oriented approach to problem solving.
• Fluency in the English language is essential. 
• Fluency in Spanish is highly desirable. 
• Experience delivering one-on-one product demonstrations or training to customers.
• Superior presentation skills and numeracy skills; facility with Excel and GSuite.
• Strong written and verbal communication skills.
• Proven ability to multitask and attention to detail.
• Familiarity with Salesforce, ChurnZero or equivalent CRM and CSM tools (desirable).
• Experience of international relations, international business or policy-making (desirable).

Excited about this role, but don't meet 100% of the expected qualifications listed above? We'd still love for you to apply! FiscalNote is committed to building a diverse and inclusive workforce where unique experiences are valued and everyone has the opportunity to contribute. Research has continuously shown that women and people of color are less likely to apply to jobs unless they meet all of the listed qualifications. We want to help overcome this trend and seek to make space for unique and relevant skills and attributes. So, 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 recruiting.team@fiscalnote.com, 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 recruiting.team@fiscalnote.com to let us know the nature of your request.

About FiscalNote 

FiscalNote is the premier information services company focused on global policy and market intelligence. By combining AI technology, expert analysis, and legislative, regulatory, and geopolitical data, FiscalNote is reinventing the way that organizations minimize risk and capitalize on opportunity.

Home to CQ, Roll Call, Oxford Analytica, and VoterVoice, FiscalNote empowers more than 5,000 clients worldwide to monitor, manage, and act on the issues that matter most to them. To learn more about FiscalNote and its family of brands, visit FiscalNote.com and follow @FiscalNote. 

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.