Customer Success Consultant

Customer Success Consultant
- Granicus Destinations

Location

US-Remote

Category

Professional Services

Position Type

Full-Time

Employee Type

Regular

Location Type

Remote

Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. By offering the industry's leading cloud-based solutions for communications, content management, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 280 million people, creating a powerful network to enhance citizen engagement.

By optimizing decision-making processes, Granicus strives to help government see better outcomes and a greater impact for the citizens they serve. Come see the impactful work we've done on communities across the country (and world!): success-stories/

Granicus is seeking a 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.

Strong candidates will have experience in nurturing clients in an agency, public-sector or software organization. Qualified candidates will have stellar client relationship skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. The desire to be a part of a collaborative, fast-paced team who thrives in the mission of providing world-class service is a must.

An awesome CSC consistently provides excellent service so that our customers can deliver exceptional civic and citizen experiences in our communities.

• 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 Sales Force
• 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

• 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

Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information…