Client Success Manager

FiscalNote

86d

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.

Requirements

• 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

Nice To Haves

• Experience with technical implementation of software
• Familiarity with Salesforce or equivalent CRM tool
• Knowledge of the legislative and policy arena

Responsibilities

• 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

Benefits

• Competitive salaries
• Retirement accounts
• Equity packages
• Comprehensive benefits packages

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees