Customer Success Consultant (12-month maternity cover)

The Company
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by 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 one of the best companies to work for 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 powering an unmatched Subscriber Network that uses 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.

Granicus is seeking a Customer Success Consultant (MATERNITY COVER) – 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.

Essential Functions:

• 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 SalesForce.
• 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.

Qualifications:

• 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.

Security and Privacy Requirements:

• Responsible 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.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team - We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture - At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include:

• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.

The Impact - We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place. We have so many powerful success stories that illustrate how our solutions are impacting the world.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.