Customer Success Consultant

🕒 July 7

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Proactively guide clients through every step of the customer journey – from pre-sales to onboarding to implementation to support to sales – to ensure a seamless and successful Granicus signature experience • Voraciously consume Granicus and auxiliary metrics via signature dashboards, and make data-driven recommendations based on Granicus benchmarks and client baselines to accelerate adoption • Ensure best practices are adopted and employed along the maturity curve for respective products • Consult customers leveraging account and auxiliary analytics to increase adoption and usage • Research and keep current on relevant client topics, such as program background, agency and administration developments, media reports, and developments across verticals • Diligently employ existing best practices, while avidly evolving them to advance team learnings aligned with industry best practices in the Customer Success field • Provide bespoke approach to client interactions, while leveraging library of resources • Advocate for customers throughout cross-functional divisions, such as product enhancements • Collaborate with sales organization to expand every aspect of on-the-ground and online intelligence • Keenly identify and document expansion opportunities in SalesForce • 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

🎯 Requirements

• 5+ years 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 preferred knowledge of civic-management and citizen-engagement tools • Pursuit of public sector information, developments and future as well as Granicus, Vista Equity Partners, and external 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, proactive environment • Commitment to diversity of thought and consideration of different ideas • Willingness to travel, as needed, up to 20% for client meetings and Granicus commitments

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs. • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. • We bring in special guests from time to time to discuss issues that impact our employee population