Customer Success Consultant

Summary

Join Granicus as a Customer Success Consultant and drive client adoption of our SaaS solutions. Proactively manage client portfolios, adjusting approaches based on needs. Act as a liaison between sales, implementation, and support to resolve customer issues. Advise clients on best practices and build strong relationships through engagement and communication. Analyze client data to make data-driven recommendations and collaborate with sales for territory expansion. Advocate for customers internally and externally, achieving targets for Net Promoter Score and Business Reviews. Maintain strong product knowledge and contribute to churn mitigation strategies. This role requires 2-3+ years of experience in customer success, account management, or client services, strong analytical skills, excellent organizational abilities, and exceptional interpersonal skills. The position may involve domestic US travel.

Requirements

• 2-3+ years of experience in a relevant field such as customer success, account management, or client services
• Strong appetite for analytics and advancement driven by data
• Excellent organizational skills and ability to manage multiple priorities efficiently
• Adaptability to different client needs and engagement approaches
• Exceptional interpersonal skills for building and maintaining client relationships
• Experience with CRM platforms (Salesforce preferred) and customer success technologies
• Ability to thrive in a lean, self-propelling, proactive environment
• 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 manage an assigned portfolio of clients through the customer journey, adjusting approach based on client needs and segment requirements
• Act as interface among sales, implementation, and support to track, resolve and follow up on customer issues
• Advise customers on best practices of Granicus products through various engagement methods appropriate to the client segment
• Build strong relationships by maintaining engagement, creating communication plans and routine account reviews
• Manage escalations by creating save plans and engaging leadership as needed
• Analyze client usage data via Salesforce reports and PowerBI signature dashboards to make data-driven recommendations
• Research relevant client topics such as program background, agency developments, and industry vertical trends
• Collaborate with Sales to develop territory expansion plans and coordinate customer outreach
• Identify and document expansion opportunities through the Client Services Qualified Leads Program
• Present solutions and value propositions to client stakeholders where appropriate
• Contribute to strategic upsell/cross-sell initiatives across your portfolio
• Advocate for customers through participation in internal cross-functional meetings
• Achieve quarterly and annual targets for Net Promoter Score Program and Business Reviews
• Identify Customer References and Success Stories quarterly
• Pursue developments in Granicus product portfolio, SaaS customer-success practices, and modern engagement trends
• Represent Granicus at internal and external speaking events as a subject-matter expert
• Maintain strong knowledge of product policies, integrations, and industry developments
• Employ best practices for customer success within your client segment
• Monitor and optimize customer health scores and engagement metrics
• Contribute to churn mitigation strategies
• Follow standardized operating procedures for workflow optimization

Preferred Qualifications

• Experience with or knowledge of public sector organizations preferred
• Change management experience valued
• Commitment to diversity of thought and consideration of different ideas