Client Success Manager, FiscalNote Global Intelligence

About the PositionThe 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 TeamFNGI’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 YouThe 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.

What To Expect In This Position

• 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.

What Sets You Apart

• 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