Senior Customer Success Consultant

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 will act as a committed client navigator guiding customers on a strategic journey of success. This role aligns to one of our customer market segments—Federal, State, or Local governments—with a focus on driving adoption among one or more of Granicus’ product families. Strong candidates will have experience nurturing clients in an agency, public sector, or software organization, stellar client relationship and consultative skills, and proven success in data-driven decision making, adherence to process, and organizational advancement.

What your impact will look like

• 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
• 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; excellent candidates will also participate in and pass proficiency testing for Granicus products in adjacent product suites
• 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
• Pursuit of public sector information, developments, and Customer Success best practices
• 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
• Ability to thrive in a lean, self-propelling, and sometimes ambiguous environment
• Commitment to diversity of thought and consideration of different ideas

Travel

This position may require domestic U.S. travel several times per year for customer meetings in the region of your designated portfolio, as global conditions allow.

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.