Senior Customer Success Consultant

Granicus

18d•$70,000 - $78,000

About The Position

Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with 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 power an unmatched Subscriber Network that use 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. Want to know more? See more of what we do here. Job Summary 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, State and Local governments. This role will align to the Federal market segments with a focus on driving adoption among one or more of Granicus’ product families. As a Senior member of the Success Team, this role will serve as a subject matter expert on their aligned customer market segment and Granicus product portfolio for both internal and external scenarios. Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization as well as a deep product or industry knowledge and experience leading portfolios and internal projects. 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.

Requirements

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
Travel Requirement: This position may require domestic U.S. travel several times per year for Customer Meetings in the region of your designated portfolio, as global conditions allow.
Security RequirementsResponsible 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.

Responsibilities

Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience
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 NPS Program responses, Customer Health Score outreach, and Strategic Reviews for your dedicated Customer Portfolio
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
Coordinate and lead new-hire onboarding and boot-camp programs and/or serve as a kick-starter resource.
Proactively identify churn risks within your portfolio and drive mitigation strategies through clear, timely risk reporting, collaborative action plans, and focused retention efforts.
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 or webinars as a subject-matter expert in our products and respective civic and citizen knowledge pillars

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.