Scale Client Success Manager, Fireside/Knowlegis

United States /
Fireside – Client Support & Success /
Full-time
/ Remote
Thank you for your interest in this position with Fireside, a wholly-owned subsidiary of Fiscalnote. The recruitment for this role is being managed by FiscalNote's Recruiting team (parent company), so you are in the right place! Please continue to review this opportunity and apply at your interest. We are excited to review your background. Thank you!

About the Position
FiscalNote is seeking a scale client success manager for the Fireside & Knowlegis products to deliver proactive, digital first engagements to end users. You will be reporting to the Chief Customer Officer, while working closely with Fireside and Knowlegis product and marketing teams. Qualified individuals with a passion for US government affairs and Constituent Management are encouraged to apply.

About the Team
The mission of the FiscalNote Scale Client Success team is to create self-sufficient customers who sustainably achieve their goals by utilizing our solutions. By succeeding in doing so, our collaborative team assists to increase customer lifetime value, promotes the likelihood of product expansion and improves retention rates. By committing to our shared FN values, we leverage data and cross functional outputs to deliver digital-first engagements that connect product value drivers with end user needs at scale. 

About You
You are someone who knows the importance of delivering the last mile and translating broad concepts in complex platforms into actionable client recommendations. You are someone who devises creative solutions to solve client problems. You are able to think quickly on your feet and make in-the-moment decisions on what content to share with users. You are self-motivated and independent, but you know when to reach out to the team for help or brainstorming.

What To Expect In This Position:

    • Manage self-serve customer experience:
    • Create and maintain product educational assets (Videos, brochures, learning paths) to support customer self-serve knowledge base.
    • Promote the use of educational content.
    • Proactively upskill on product changes/improvements to remain current on value proposition and end-user workflow.
    • Maintain deep knowledge and expertise in the product(s) within business line.
    • Guide the user experience at scale:
    • Partner with marketing to deliver last-mile product education to end users aligned to high-level themes.
    • Design, create and execute omnichannel, targeted end-user campaigns to drive product adoption. 
    • Use automation or software to create in-app tours to reduce user effort.
    • Increase user platform engagement and adoption to improve customer retention:
    • Host live, educational webinars, office hours, and small group educational sessions targeted at end-user segments for the purposes of onboarding, product adoption, expansion or product release.
    • Deploy automated workflows to deliver scaled content to create end-user awareness and drive product adoption.
    • Create content, deliver and promote best practices in creative and scalable ways that engage customers in an industry or product-specific community.
    • Interpret and take action on customer health signals to mitigate product churn risk or uncover opportunities for expansion.

What Sets You Apart:

    • 2-3 years experience in client education, or similar field
    • Ability to be proactive in anticipating customer needs and pain points 
    • Customer segmentation and data guru
    • Strong attention to detail
    • Excellent systems thinker
    • Strong virtual presenter
    • Experience using ChurnZero, Chameleon and Skilljar
Reference ID: #LI-DP1 #LI-Remote

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
Fireside offers competitive salaries, equity packages, and retirement accounts to ensure we’re all FN owners. We work hard, so our open vacation policy helps us ensure you’re getting the R&R you need. We offer comprehensive health, vision, and dental insurance options supplemented by a flexible spending account (FSA). We have a slew of other benefits which you can check out at careers.FiscalNote.com.

Fireside 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. Fireside is an EEOC employer.

Fireside 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.