Customer Success Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Actively guide clients through each phase of the customer journey, encompassing pre-sales, onboarding, implementation, support, and sales.

• Analyze Granicus and related metrics via designated dashboards to provide data-driven insights.

• Ensure the adoption of best practices throughout the different stages of product maturity.

• Utilize account and ancillary analytics to enhance customer adoption and usage levels.

• Investigate pertinent client topics, developments in agencies and administrations, media reports, and advancements in the sector.

• Implement and refine customer success best practices in line with industry standards.

• Offer personalized client interactions while utilizing the resource library effectively.

• Advocate for clients across various cross-functional teams, including those involved in product improvements.

• Collaborate with the Sales team to enhance both ground-level and online intelligence.

• Identify and record expansion opportunities within Salesforce.

• Stay updated on Granicus products, SaaS customer success practices, competitive innovations, and engagement trends.

• Represent Granicus as a subject matter expert at both internal and external speaking engagements.

⛳️ Requirements

• A minimum of 5 years of progressively responsible experience in a relevant sector such as an agency, public sector organization, or software company.

• Preferred familiarity with civic-management and citizen-engagement tools.

• Proven experience in analytics and making data-driven decisions.

• Strong organizational capabilities.

• A genuine enthusiasm for processes, business systems, and the ideation of process improvements.

• Outstanding interpersonal skills for building relationships internally and externally.

• Ability to excel in a lean, self-motivated, and proactive environment.

• A commitment to diverse perspectives and consideration of varying ideas.

• Willingness to travel as needed, up to 20%, for client meetings and commitments with Granicus.

• Responsibility for maintaining the Confidentiality, Integrity, and Availability of Granicus information assets.

• Accountability for ensuring the privacy of employee and customer data and completing necessary privacy training.

🏝️ Benefits

• Flexible Time Off

• Company-Wide Wellbeing Days

• Work From Home Reimbursement

• Multiple Health Plan Options, including a 100% employer-paid plan

• Employer HSA Contributions when enrolled in a High-Deductible Health Plan

• Fitness Reimbursement Program

• On-Demand Mental Health Support, including Headspace and other wellness tools

• Paid Parental Leave for birthing and non-birthing parents

• Traditional & Roth 401(k) with a generous company match

• 100% employer-paid Life & AD&D Insurance

• Online Learning Platforms

• Competitive Salary & Bonuses

• Employee Resource Groups

• Coffee with Mark sessions

• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more