Client Success Manager, Contractor

**About the Position**
The Client Success Manager will engage with a portfolio of clients to ensure they get the best value from FiscalNote: Global Intelligence products and services. These services are primarily from the FrontierView brand. The focus of the role is to drive product adoption and usage, and thereby to help client retention and expansion. All Client Success Manager activities are related to helping customers achieve their goals through the effective use of Frontierview's services.
**About the Frontierview Commercial Team**
Frontierview'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 Frontierview's suite of products and services 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 Frontierview products, whilst developing/have product mastery for a particular product, providing advice and guidance to your colleagues when more complex issues arise.
**Contract Details**
- This is a contract position, for a 12 month contract, based remotely in Brazil.
- 40 hours per week
**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).
**About FiscalNote**
FiscalNote (NYSE: NOTE) is a leader in policy and global intelligence. By uniquely combining data, technology, and insights, FiscalNote empowers customers with critical insights and the tools to turn them into action.
Home to CQ, FrontierView, Oxford Analytica, VoterVoice, and many other industry-leading brands, FiscalNote helps organizations stay ahead of political and business risk.
**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
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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**
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