Client Success Manager, Fireside

Fiscalnote - Washington, DC

Full-time

Washington, DC

Publishing Industries

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. 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. In this position, you will manage client onboarding and implementation, demonstrating mastery of the Fireside platform and continuously studying the product as it evolves. You will onboard, implement, and manage new accounts, ensuring their training and account configuration needs are met, leading to product adoption and renewal. You will administer client education and coaching, delivering webinars and on-site training for our core Fireside product. Building and maintaining strong relationships with key stakeholders in your assigned book of business will be crucial to ensure customer satisfaction. You will also analyze clients' current usage of Fireside and suggest best practices that increase customer efficiency and effectiveness, while understanding the challenges and pain points of a client and translating how our tools can help solve them. Collaboration with assigned Account Managers and other client-facing teams will be essential for the overall management of your assigned book of business.

Responsibilities

• Manage client onboarding and implementation of the Fireside platform.
• Demonstrate mastery of the Fireside platform and continuously study the product as it evolves.
• Onboard, implement, and manage new accounts, ensuring their training and account configuration needs are met.
• Administer client education and coaching, delivering webinars and on-site training for the 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 translate how our tools can help solve them.
• Work closely with assigned Account Managers and other client-facing teams on overall management of your assigned book of business.

Requirements

• 2+ years experience in client-facing roles specific to sales, support, success, and/or a comparable position.
• Self-motivated and independent with the ability to own a book of business with high performing clients.
• Ability to lead and manage demanding clients, effectively communicating the best path forward for them.
• Empathetic, inquisitive, and solutions-oriented mindset.
• Driven, hardworking, and growth-oriented attitude.

Nice-to-haves

• Experience on the Hill, at the State and/or Local levels of government helpful, but not required.