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Customer Success Consultant

Posted 6 months agoViewed

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💎 Seniority level: Middle, 3+ years

📍 Location: United States, Canada, United Kingdom, India, Armenia, Australia, New Zealand

🔍 Industry: Govtech

🏢 Company: Granicus👥 251-500💰 Private over 4 years agoGovTechVideo StreamingCloud ComputingEnterprise SoftwareCollaborationSoftware

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: LeadershipProject ManagementData AnalysisMicrosoft Power BIPeople ManagementProduct ManagementJiraCross-functional Team LeadershipStrategyCommunication SkillsAnalytical SkillsCollaborationMicrosoft ExcelInterpersonal skills

Requirements:
  • 3+ years of 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 a preferred knowledge of civic-management and citizen-engagement tools.
  • Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation.
  • Change management experience.
  • 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.
Responsibilities:
  • Proactively manage an assigned portfolio of clients through the customer journey.
  • Acts as interface among sales, implementation, and support to track, resolve and follow up on customer issues.
  • Advise customers on best practices of Granicus products.
  • Building strong relationships by maintaining engagement, creating communication plans and routine account reviews.
  • Manage escalations by creating save plans and engaging leadership as needed.
  • 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.
  • Advocate for customers through participation in internal cross-functional meetings.
  • Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints.
  • Identify and document expansion opportunities through the Client Services Qualified Leads Program.
  • Regularly achieve quarterly and annual targets for managing Net Promoter Score Program and Business Reviews for your dedicated Customer Portfolio.
  • Identify (up to) three Customer References and/or Customer Success Stories per quarter. Proactively submit references and success story recommendations to the Granicus Marketing team.
  • 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.
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