Customer Success Specialist

Summary

Join Granicus as a Customer Success Specialist (CSS) and contribute to the success of our SaaS solutions for government agencies. You will proactively manage clients, act as a liaison between different teams, advise on best practices, and build strong relationships. Data-driven decision-making and adherence to processes are crucial. This role involves developing expertise in SaaS platforms and translating technical capabilities into client benefits. The ideal candidate possesses 2+ years of client-facing experience, excellent communication skills, and a proactive approach. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

• Have 2+ years of experience in a customer service or other client-facing role
• Be an agile learner excited by change
• Demonstrate excellent phone and email communication skills
• Possess enthusiasm for expanding knowledge and skills to support a high-performing Customer Success organization
• Thrive in a lean, self-propelling, and proactive environment
• Possess effective problem solving, time management, and organizational skills
• Be committed to diversity of thought and consideration of different ideas

Responsibilities

• Proactively manage clients through the customer journey
• 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
• Build strong relationships by maintaining engagement, creating communication plans and routine account reviews
• Manage escalations by creating save plans and engaging leadership as needed
• 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
• Advocate for customers through participation in internal cross-functional meetings
• 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
• Regularly achieve quarterly and annual targets for managing Net Promoter Score Program
• Identify (up to) three Customer References and/or Customer Success Stories per quarter. Proactively submit references and success story recommendations to the Granicus Marketing team
• 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
• 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

Preferred Qualifications

• Experience with Salesforce or another CRM software
• Public sector knowledge

Benefits

Remote-first company with a globally distributed workforce