Granicus
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.
Customer Success Consultant
October 29
Granicus
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 manage an assigned portfolio of clients through the customer journey, adjusting approach based on client needs and segment requirements • Act as interface among sales, implementation, and support to track, resolve and follow up on customer issues • Advise customers on best practices of Granicus products through various engagement methods appropriate to the client segment • Build strong relationships by maintaining engagement, creating communication plans and routine account reviews • Manage escalations by creating save plans and engaging leadership as needed • Analyze client usage data via Salesforce reports and PowerBI signature dashboards to make data-driven recommendations • Collaborate with Sales to develop territory expansion plans and coordinate customer outreach • Identify and document expansion opportunities through the Client Services Qualified Leads Program • Present solutions and value propositions to client stakeholders where appropriate • Contribute to strategic upsell/cross-sell initiatives across your portfolio • Advocate for customers through participation in internal cross-functional meetings • Achieve quarterly and annual targets for Net Promoter Score Program and Business Reviews • Identify Customer References and Success Stories quarterly • Pursue developments in Granicus product portfolio, SaaS customer-success practices, and modern engagement trends • Represent Granicus at internal and external speaking events as a subject-matter expert • Maintain strong knowledge of product policies, integrations, and industry developments • Employ best practices for customer success within your client segment • Monitor and optimize customer health scores and engagement metrics • Contribute to churn mitigation strategies • Follow standardized operating procedures for workflow optimization
🎯 Requirements
• 2-3+ years of experience in a relevant field such as customer success, account management, or client services • Strong appetite for analytics and advancement driven by data • Excellent organizational skills and ability to manage multiple priorities efficiently • Adaptability to different client needs and engagement approaches • Exceptional interpersonal skills for building and maintaining client relationships • Experience with CRM platforms (Salesforce preferred) and customer success technologies (Totango preferred) • Ability to thrive in a lean, self-propelling, proactive environment • Experience with or knowledge of public sector organizations preferred • Change management experience valued • Commitment to diversity of thought and consideration of different ideas.
🏖️ Benefits
• Flexible Time Off – Take the time you need to rest, recharge, and live your life. • Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. • Work From Home Reimbursement – Support a productive home office environment. • Private health, vision, dental and life insurance – Comprehensive coverage for you and your family. • On-Demand Mental Health Support – Access to Headspace and other wellness tools. • Family Paid Parental Leave - For both birthing and non-birthing parents. • Online Learning Platforms – Fuel your professional development. • Competitive Salary & Bonuses – Your contributions are valued and rewarded.
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