Note: The job is a remote job and is open to candidates in USA. Granicus is a company committed to transforming the Govtech industry by building and maintaining technology that connects governments with their constituents. They are seeking a Customer Success Consultant to guide clients through the adoption of their SaaS solutions, ensuring successful implementation and ongoing support. The ideal candidate will have strong client relationship skills and a data-driven approach to enhance client engagement and satisfaction.
Responsibilities
- Proactively guide clients through every step of the customer journey – from pre-sales to onboarding to implementation to support to sales – to ensure a seamless and successful Granicus signature experience
- Voraciously consume Granicus and auxiliary metrics via signature dashboards, and make data-driven recommendations based on Granicus benchmarks and client baselines to accelerate adoption
- Ensure best practices are adopted and employed along the maturity curve for respective products
- Consult customers leveraging account and auxiliary analytics to increase adoption and usage
- Research and keep current on relevant client topics, such as program background, agency and administration developments, media reports, and developments across verticals
- Diligently employ existing best practices, while avidly evolving them to advance team learnings aligned with industry best practices in the Customer Success field
- Provide bespoke approach to client interactions, while leveraging library of resources
- Advocate for customers throughout cross-functional divisions, such as product enhancements
- Collaborate with sales organization to expand every aspect of on-the-ground and online intelligence
- Keenly identify and document expansion opportunities in SalesForce
- Passionately pursue developments in Granicus product portfolio, as well as SaaS customer-success practices, competitive advancements, and modern engagement trends
- Enthusiastically represent Granicus at internal and external speaking events as a subject-matter expert in our products and respective civic and citizen knowledge pillars
Skills
- 5+ years 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 preferred knowledge of civic-management and citizen-engagement tools
- Pursuit of public sector information, developments and future as well as Granicus, Vista Equity Partners, and external 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, proactive environment
- Commitment to diversity of thought and consideration of different ideas
- Willingness to travel, as needed, up to 20% for client meetings and Granicus commitments
- 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
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies
Benefits
- Remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand
- 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
Company Overview