Senior Customer Success Consultant

The Company
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 segment with a focus on driving adoption among one or more of Granicus ’ product families.   Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization. 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 thrive on the mission of providing world-class service is a must. #UnitedStates
What Your Impact Will Look Like

- Proactively guide a dedicated portfolio of ~100 clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience 

- Voraciously consume Granicus best practices content and review auxiliary metrics via Salesforce reports, PowerBI signature dashboards, and make data-driven recommendations based on 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 

- Pass all internal Product Proficiency Programs available for the products aligned to your Customer Portfolio. (Excellent candidates will participate in, and pass, proficiency testing for Granicus products in adjacent Product Suites) 

- Advocate for customers through participation in internal cross-functional meetings, including (but not limited to): Product Councils for product enhancements and bug escalations; Customer Advisory Boards; Heal Desk meetings for At-Risk Customers; and Deal Desk Meetings for concessions on new business or expansion opportunities 

- Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints 

- Identify and document expansion opportunities through the