Senior Customer Success Consultant
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Job Description
Senior Customer Success Consultant guiding government clients through adoption of Granicus SaaS solutions. Using Salesforce and PowerBI analytics to drive value, retention, and expansion.
Responsibilities:
- Proactively guide a dedicated portfolio of approximately 100 clients through the customer journey from post-implementation
- Create deeper adoption of Granicus SaaS solutions and ensure a seamless Granicus signature experience
- Review Salesforce reports, PowerBI signature dashboards, auxiliary metrics, Granicus benchmarks, and client baselines
- Make data-driven recommendations to accelerate solution adoption
- Research and stay current on client topics, agency and administration developments, media reports, and industry vertical developments
- Complete product proficiency programs for products aligned to the customer portfolio
- Participate in Product Councils for product enhancements and bug escalations
- Advocate for customers through Customer Advisory Boards, Help Desk meetings for at-risk customers, and Deal Desk meetings
- Collaborate with Sales to develop territory expansion plans and coordinate customer outreach and touchpoints
- Identify and document expansion opportunities through the Client Services Qualified Leads Program
- Preserve the confidentiality, integrity, and availability of Granicus information assets
- Ensure data privacy for employees and customers and complete required privacy training
Requirements:
- 3+ years of increasing responsibility in a relevant field, such as an agency, public sector organization, or software company
- Experience nurturing clients in an agency, public sector, or software organization
- Experience with Software as a Service (SaaS) platforms
- Ability to translate technology platform capabilities into specific client benefits
- Stellar client relationship and consultative skills
- Proven success in data-driven decision making
- Adherence to process and organizational advancement
- Appetite for analytics and advancement driven by data
- Preferred knowledge of civic-management and citizen-engagement tools
- Pursuit of public sector information, developments, and Customer Success best practices
- Excellent organizational skills and passion for process and business systems
- Process improvement ideation
- Exceptional interpersonal skills for internal and external relationship-building
- Ability to thrive in a lean, self-propelling, and sometimes ambiguous environment
- Commitment to diversity of thought and consideration of different ideas
- Must pass all internal Product Proficiency Programs available for aligned products
- Responsible for preserving the Confidentiality, Integrity, and Availability of Granicus information assets
- Responsible for ensuring employee and customer data privacy and completing required privacy training
- May require domestic U.S. travel several times per year
Benefits:
- Flexible Time Off
- Company-Wide Wellbeing Days
- Work From Home Reimbursement
- Multiple Health Plan Options, including a 100% employer-paid plan
- Employer HSA Contributions when enrolled in a High-Deductible Health Plan
- Fitness Reimbursement Program
- On-Demand Mental Health Support, including Headspace and other wellness tools
- Paid Parental Leave for birthing and non-birthing parents
- Traditional & Roth 401(k) with a generous company match
- Life & AD&D Insurance with 100% employer-paid coverage
- Online Learning Platforms
- Competitive Salary & Bonuses
- Employee Resource Groups
- Coffee with Mark sessions
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more
- Special guest sessions on issues impacting employees
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