Customer Success Consultant

Granicus

22d•Remote

About The Position

The Customer Success Consultant is accountable for our clients' adoption of our growing suite of SaaS solutions and services across client segment tiers, driving visible value aligned with our clients' business outcomes. As a consultant, you will act as a powerful client advocate, providing exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in their communities. You will develop your 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.

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
Commitment to diversity of thought and consideration of different ideas

Nice To Haves

Experience with or knowledge of public sector organizations preferred
Change management experience valued

Responsibilities

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

Benefits

Flexibility & Balance
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.
Health & Wellness
Multiple Health Plan Options – Including a 100% employer-paid plan.
Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
Fitness Reimbursement Program – Stay active, your way.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Family & Future
Paid Parental Leave – For both birthing and non-birthing parents.
Traditional & Roth 401(k) – With a generous company match.
Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
Growth & Recognition
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.