Senior Customer Success Consultant

The Company Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here.

About the role

Granicus is seeking a Senior Customer Success Consultant (CSC) to support the deep and successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients' business outcomes. You are a committed client navigator guiding customers on a strategic journey of success. Granicus offers solutions to Federal, State and Local governments. This role will align to the Federal market segment with a focus on driving adoption among one or more of Granicus’ product families. Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization. Qualified candidates will have stellar client relationship and consultative skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. Candidates should also have experience with Software as a Service (SaaS) platforms, and the ability to translate the capabilities of a technology platform into specific benefits for a given client. The desire to be a part of a collaborative, fast-paced team who thrive on the mission of providing world-class service is a must.

Responsibilities

• Proactively guide a dedicated portfolio of ~100 clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience
• Voraciously consume Granicus best practices content and review auxiliary metrics via Salesforce reports, PowerBI signature dashboards, and make data-driven recommendations based on Granicus benchmarks and client baselines to accelerate adoption
• Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals
• Pass all internal Product Proficiency Programs available for the products aligned to your Customer Portfolio
• Advocate for customers through participation in internal cross-functional meetings, including (but not limited to): Product Councils for product enhancements and bug escalations; Customer Advisory Boards; Heal Desk meetings for At-Risk Customers; and Deal Desk Meetings for concessions on new business or expansion opportunities
• Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints
• Identify and document expansion opportunities through the Client Services Qualified Leads Program

Requirements

• 3+ years of increasing responsibility in a relevant field, such as an agency, public sector organization, or software company
• Extraordinary appetite for analytics and advancement driven by data with a preferred knowledge of civic-management and citizen-engagement tools
• Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation
• Exceptional interpersonal skills for internal and external relationship-building
• The desire to be a part of a collaborative, fast-paced team who thrive on the mission of providing world-class service

Qualifications

• Experience with Software as a Service (SaaS) platforms
• The ability to translate the capabilities of a technology platform into specific benefits for a given client

Skills

• Data-driven decision making
• Adherence to process and organizational advancement
• Client relationship and consultative skills
• Passion for analytics and advancement
• Organizational skills
• Interpersonal skills
• Collaboration and teamwork

Benefits

• Flexibility & Balance
• Company-Wide Wellbeing Days
• Work From Home Reimbursement
• Health & Wellness
• Online Learning Platforms
• Competitive Salary & Bonuses

Pay

USD $70,000.00 - USD $85,000.00 /Yr.

Schedule

Remote-first

Security Requirements

Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

EEO Statement

We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.

The Team

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. The Culture At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include – Employee Resource Groups to encourage diverse voices, Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs, Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. We bring in special guests from time to time to discuss issues that impact our employee population.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place—quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Equal Opportunity Employer

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.