Remote Customer Success Consultant

Summary

Join Granicus as a Customer Success Consultant (CSC) to support the successful adoption of our suite of SaaS solutions and drive visible value aligned with our clients' business outcomes. As a CSC, you will consistently provide exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in our communities.

Responsibilities

• Proactively manage an assigned portfolio of clients through the customer journey
• Acts as interface among sales, implementation, and support to track, resolve and follow up on customer issues
• Advise customers on best practices of Granicus products
• Building 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 and Business Reviews for your dedicated Customer Portfolio
• 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