Client Support and Success Associate - Application Deadline August 2nd, 2024

About the Position

The Client Support Associate is a pivotal part of the FiscalNote Global Intelligence Client Success and Support Department and has two core responsibilities: 1) deliver exceptional customer service and technical support to FiscalNote Global Intelligence's clients across the three core product lines. 2) provide internal support to the team of Client Success Managers, assisting in client management and outreach. 

This is an administratively focused role, and will provide valuable experience in both Client Support and Client Success, and is a good starting point for a career in either discipline. 

Our Client Support Team is the first line of defense for questions and challenges raised by our clients and is integral in identifying issues, discussing enhancements, and keeping clients happy. Creating a ‘need to have’ through adding value on an ongoing basis is critical, and it’s up to our Client Support Team to ensure through their support that at the end of every interaction, clients are resolute in their decision to partner with FiscalNote. 

The Client Support Associate will ideally have experience in supporting and engaging with clients of high-value subscription services, including individuals at prestigious organisations and those at executive level. You will be comfortable in a varied role with a strong administrative focus.

About the FiscalNote Global Intelligence Commercial Team

The FiscalNote Global Intelligence 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 Client Success and Support Team is the intersection between the promise of FiscalNote Global Intelligence’s suite of products and the business outcome the customer wants to achieve.

About You

You truly enjoy helping clients and have a flair for customer support. You are empathetic and can easily put yourself in another’s shoes to see their perspective. You are personable and engaging with others and enjoy developing strategies with your colleagues to best support individual client accounts.. You enjoy facing different challenges and problems each day and like finding creative solutions to complex problems. You are comfortable with learning, navigating and regularly using systems for administrative tasks. You take pride in your work and are driven to learn and improve.

What To Expect In This Position

• Provide support and assistance to end users of FiscalNote Global Intelligence products, acting as the initial point of contact for all queries coming into the generic help address and following up internally to ensure resolution. 
• Explore product usage data and use this information to inform client outreach ideas that the Client Success Managers can use. Use programs including ChurnZero, Heap, and Tableau to do this, as well as manipulation of raw data in spreadsheets.
• Provide appropriate solutions and alternatives in a timely and efficient manner, referring clients to other departments or escalating issues to management as necessary. (Primarily via ZenDesk and email, with other channels as appropriate)
• Assist with the delivery of client webinars, events, and executive round-tables (both virtual and in-person) for the FiscalNote Global Intelligence products. Work closely with colleagues in Client Success, Design, Analysis, Marketing and Sales to ensure these client-focused events run smoothly.
• Work with colleagues across the Client Success and Support team to identify barriers or friction points that prevent end user adoption of product(s) and provide suggestions on how to remove or reduce these. 
• Provide Account Managers and Client Success Managers with ad-hoc client metrics, including customer satisfaction ratings, ongoing feedback, and product usage. 
• Write and administer templates for standard client communications.
• Assist in setting up ChurnZero plays, including scripting of email templates.
• Manage scale communication to segments of users at lower value clients, under the guidance of the Director of Client Success & Support.
• Maintain Knowledge Base (Help Center) to empower self-service.
• Maintain accurate client records and documentation within SalesForce and other internal systems.
• Administer client data on products, including setting up trials, new clients, adding new users, and suspending old users, in a timely manner. 
• Other duties and tasks, as assigned.

What Sets You Apart

• Experience within the geopolitical, security, risk & market intelligence product fields is highly desired.
• Demonstrated experience in supporting and engaging with clients of high-value subscription services.
• Excellent written communication.
• Excellent communication and interpersonal skills to effectively engage with clients, stakeholders, and internal teams.
• Strong customer service skills, with a focus on providing solutions to clients.
• Experience using excel and manipulating data sets.
• Confident using Excel.
• Prior experience in customer success/support is preferred but not essential.
• A patient and proactive approach.
• Manage time effectively and prioritize.
• Strong attention to detail and organizational skills.
• Excellent organizational skills.
• Ability to work independently and as part of a team.

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 (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 

Company Benefits

FiscalNote supports our people by enabling team members with flexibility and benefits to promote well-being and balance, ensuring all FiscalNoters can bring their authentic selves to work. We start by offering competitive salaries, retirement accounts, and equity packages to ensure we’re all FN owners. Plus, our comprehensive benefits packages align with regional requirements and expectations no matter where you are located across the globe. Learn more at https://careers.fiscalnote.com/benefits/.

FiscalNote 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. FiscalNote is an EEOC employer.

FiscalNote 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.