Customer Success Consultant

Job Description

The Customer Success Consultant is accountable for our clients’ adoption of our growing suite of SaaS solutions and services across client segment tiers, driving visible value aligned with our clients’ business outcomes. As a consultant, you will act as a powerful client advocate, providing exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in their communities.
Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization with stellar client relationship and consultative skills, as well as proven success in data-driven decision making and adherence to process. You will develop your 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.
Essential functions:
Customer Success Management & Strategy –

Proactively manage an assigned portfolio of clients through the customer journey, adjusting approach based on client needs and segment requirements
Act as interface among sales, implementation, and support to track, resolve and follow up on customer issues
Advise customers on best practices of Granicus products through various engagement methods appropriate to the client segment
Build strong relationships by maintaining engagement, creating communication plans and routine account reviews
Manage escalations by creating save plans and engaging leadership as needed
Analyze client usage data via Salesforce reports and PowerBI signature dashboards to make data-driven recommendations
Research relevant client topics such as program background, agency developments, and industry vertical trends

Growth & Expansion –

Collaborate with Sales to develop territory expansion plans and coordinate customer outreach
Identify and document expansion opportunities through the Client Services Qualified Leads Program
Present solutions and value propositions to client stakeholders where appropriate
Contribute to strategic upsell/cross-sell initiatives across your portfolio

Customer Advocacy & Experience –

Advocate for customers through participation in internal cross-functional meetings
Achieve quarterly and annual targets for Net Promoter Score Program and Business Reviews
Identify Customer References and Success Stories quarterly
Pursue developments in Granicus product portfolio, SaaS customer-success practices, and modern engagement trends
Represent Granicus at internal and external speaking events as a subject-matter expert

Customer Success Operations –

Maintain strong knowledge of product policies, integrations, and industry developments
Employ best practices for customer success within your client segment
Monitor and optimize customer health scores and engagement metrics
Contribute to churn mitigation strategies
Follow standardized operating procedures for workflow optimization

Requirements:

2-3+ years of experience in a relevant field such as customer success, account management, or client services
Strong appetite for analytics and advancement driven by data
Excellent organizational skills and ability to manage multiple priorities efficiently
Adaptability to different client needs and engagement approaches
Exceptional interpersonal skills for building and maintaining client relationships
Experience with CRM platforms (Salesforce preferred) and customer success technologies
Ability to thrive in a lean, self-propelling, proactive environment
Experience with or knowledge of public sector organizations preferred
Change management experience valued
Commitment to diversity of thought and consideration of different ideas

Performance Metrics:

Client engagement effectiveness
Customer satisfaction scores and Net Promoter Score (NPS)
Customer retention rates
Product adoption metrics
Process efficiency achievements
Expansion opportunity identification
Account growth through upsell and cross-sell where applicable

Travel Requirements:
This position may require domestic U.S. travel for Client Meetings in your designated portfolio, with frequency varying based on client segment assignment, as global conditions allow.
Potential base salary. Does not include bonus OR commission and benefits.
COMPENSATION RANGE: $60,000-$75,000 USD
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
The Benefits
At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.

Flexible Time Off
Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
401(k) plan with matching contribution
Paid Parental Leave
Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
Group legal coverage
And more!

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 with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.