Customer Success Consultant

Summary

Join Granicus as a Customer Success Consultant and guide clients through the entire customer journey, from pre-sales to support and beyond. Leverage data-driven insights to enhance client adoption and usage of our SaaS solutions. Consult with clients, utilizing account and auxiliary analytics to increase adoption and usage. Maintain up-to-date knowledge of relevant client topics and industry best practices. Collaborate with cross-functional teams and identify expansion opportunities. Represent Granicus at internal and external events as a subject-matter expert. This role requires 5+ years of experience in a relevant field and exceptional interpersonal skills. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

• 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

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

Benefits

• We are a 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