Customer Success Consultant

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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.