Customer Success Consultant

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

📋 Description

• Proactively guide clients throughout their customer journey, encompassing pre-sales, onboarding, implementation, support, and sales.

• Analyze Granicus and related metrics through signature dashboards.

• Provide data-driven recommendations utilizing Granicus benchmarks and client baselines to enhance adoption.

• Ensure the implementation of product best practices along the maturity curve.

• Utilize account and additional analytics to boost adoption and usage.

• Conduct research and remain informed about client topics, agency and administration developments, media reports, and sector advancements.

• Employ and refine best practices that align with Customer Success industry standards.

• Offer customized client interactions while utilizing the resource library.

• Advocate for customers across various cross-functional divisions, including product enhancements.

• Collaborate with Sales to gather intelligence both on-the-ground and online.

• Identify and document opportunities for expansion in Salesforce.

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

• Represent Granicus as a subject-matter expert at internal and external speaking events.

⛳️ Requirements

• 5+ years of increasing responsibility in a relevant domain, such as an agency, public sector organization, or software company.

• Strong experience in nurturing client relationships within an agency, public sector, or software setting.

• Proficient knowledge in analytics and data-driven decision-making.

• Preferably familiar with civic management and citizen engagement tools.

• Knowledgeable about public sector information, trends, and future developments.

• Excellent organizational skills with a passion for processes, business systems, and continuous improvement.

• Exceptional interpersonal skills for building relationships both internally and externally.

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

• Commitment to fostering diverse thoughts and considering a variety of ideas.

• Willingness to travel up to 20% for client meetings and Granicus-related commitments as necessary.

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

• Accountable for ensuring data privacy and completing the necessary privacy training.

• No formal degree is required for this position.

🏝️ 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 both birthing and non-birthing parents

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

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

• Access to Online Learning Platforms for professional development

• Competitive Salary & Bonuses

• Employee Resource Groups

• Coffee with Mark sessions

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