Sr. Customer Success Consultant (Bilingual French – Canada)

Remote from
🇨🇦 Canada
Seniority level
Senior
Job function
Customer Success
Job type
Full Time,
Job posted
Apply before
13 Mar 2024
Industry
Computer Software

About Granicus

Empowering a Modern Digital Government.

Actively Hiring
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Granicus is seeking a Senior Customer Success Consultant (CSC) to support the deep and successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients’ business outcomes. You are a committed client navigator guiding customers on a strategic journey of success. Granicus offers solutions to federal, provincial, and local governments. This role will align with all of these customer market segments with a focus on driving adoption among several of Granicus’ product families.
Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization. Qualified candidates will have stellar client relationship and consultative skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. Candidates should also have experience with Software as a Service (SaaS) platforms, and the ability to translate the capabilities of a technology platform into specific benefits for a given client. The desire to be a part of a collaborative, fast-paced team who thrives on the mission of providing world-class service is a must.
Please note, due to the networks and access this position has, candidates need to be able to obtain a Canadian government security clearance at the ‘Secret’ level if selected for this role. Therefore candidates must be Canadian citizens to be considered for this position. 
Also, to be considered for this role you my be fully Fluent in French, and part of the final interview process will be executed in French to determine proper fluency.

What your impact will look like here:

  • Proactively guide a dedicated portfolio of ~150 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
  • Identify (up to) five Customer References and/or Customer Success Stories per quarter. Proactively submit references and success story recommendations to the Granicus Marketing team.
  • Regularly achieve quarterly and annual targets for managing NPS Program responses, Customer Health Score outreach, and Strategic Reviews for your dedicated Customer Portfolio
  • 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

You’ll love this job if you have / can:

  • Full French fluency (spoken and written) at a senior business professional level
  • Canadian Citizenship and at least 10 years of stable Canadian residency (required for a Secret level clearance in Canada).
  • 5+ years of increasing responsibility in a relevant field, such as an agency, public sector organization, or software company, or 3+ years of Customer Success experience
  • 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
  • Qualify for a Secret Clearance in Canada

TRAVEL REQUIREMENT

This position may require domestic Canadian travel several times per year for customer meetings in the region of your designated portfolio, as global conditions allow.

Security & Privacy Requirement:

  • Please note, due to the networks and access this position has, candidates must be able to obtain a Canadian government security clearance at the ‘Secret’ level if selected for this role. Therefore to be considered for this position, candidates must have Canadian Citizenship, 10 years of Canadian residency status, and pass an in-depth, government sponsored background check.
  • 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 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.

Apply now >

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FAQ

What position is Granicus hiring for?

Granicus is hiring a remote Sr. Customer Success Consultant (Bilingual French – Canada) from 🇨🇦 Canada

What type of employment does Granicus offer?

This is a Full Time role.

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