Senior Customer Success Consultant

Summary

Join Granicus as a Senior Customer Success Consultant to guide approximately 100 clients through their customer journey, ensuring seamless adoption of our SaaS solutions. Leverage data-driven insights from Salesforce, PowerBI, and Granicus benchmarks to accelerate client adoption and make strategic recommendations. Stay informed on relevant client topics and advocate for customers in cross-functional meetings. Collaborate with the sales team to develop territory expansion plans and identify growth opportunities. This role requires 3+ years of experience in a relevant field, exceptional interpersonal skills, and a passion for process improvement. Domestic travel may be required.

Requirements

• 3+ years of 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 a preferred knowledge of civic-management and citizen-engagement tools
• Pursuit of public sector information, developments, and Customer Success 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, and sometimes ambiguous environment
• Commitment to diversity of thought and consideration of different ideas
• 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 a dedicated portfolio of ~100 clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience
• 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
• Pass all internal Product Proficiency Programs available for the products aligned to your Customer Portfolio. (Excellent candidates will participate in, and pass, proficiency testing for Granicus products in adjacent Product Suites)
• Advocate for customers through participation in internal cross-functional meetings, including (but not limited to): Product Councils for product enhancements and bug escalations; Customer Advisory Boards; Heal Desk meetings for At-Risk Customers; and Deal Desk Meetings for concessions on new business or expansion opportunities
• 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

Benefits

• Flexible Time Off
• Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
• 401(k) plan with matching contribution
• Paid Parental Leave
• Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
• Group legal coverage