Granicus is seeking a Customer Success Consultant (CSC) to support the successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients’ business outcomes. As a CSC, you consistently provide exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in our communities. You are a powerful client advocate, and you desire to be a part of a collaborative, fast-paced team that focuses on providing world-class service.
Granicus offers SaaS solutions to Federal, State and Local governments. This role will align to one of those customer market segments with a focus on driving adoption among one or more 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. In this role, candidates will develop their 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.
What your impact will look like:
- 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
You will love this job if you have:
- 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
- Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation
- Change management experience
- Exceptional interpersonal skills for internal and external relationship-building
- Ability to thrive in a lean, self-propelling, proactive environment
- Commitment to diversity of thought and consideration of different ideas
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.