Customer Success Consultant

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with 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 the best companies to work 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 power an unmatched Subscriber Network that use 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.

Want to know more? See more of what we do here.

Job Summary

Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. By offering the industry’s leading cloud-based solutions for communications, content management, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 280 million people, creating a powerful network to enhance citizen engagement. By optimizing decision-making processes, Granicus strives to help government see better outcomes and a greater impact for the citizens they serve. Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/

Granicus is seeking a Customer Success Consultant - 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.

An awesome CSC consistently provides excellent service so that our customers can deliver exceptional civic and citizen experiences in our communities.

What Your Impact Will Look Like

Essential Function

Knowledge/Skills/Abilities

• 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

You Will Love This Job If You Have

Experience/Credentials:

• 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 Requirement: 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.

EEO Statement:

We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.

Pay Range

About Us

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!

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 bea 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 andsometimes 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.
• We bring in special guests from time to time to discuss issues that impact our employeepopulation

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place - quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

The Benefits

comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance-starting from day one. Here’s what you can expect as a U.S.-based team member:

Flexibility & Balance

• Flexible Time Off - Take the time you need to rest, recharge, and live your life.
• Company-Wide Wellbeing Days - Paid days off to unplug and focus on your mental health.
• Work From Home Reimbursement - Support a productive home office environment.

Health & Wellness

• Multiple Health Plan Options - Including a 100% employer-paid plan.
• Employer HSA Contributions - When enrolled in a High-Deductible Health Plan.
• Fitness Reimbursement Program - Stay active, your way.
• On-Demand Mental Health Support - Access to Headspace and other wellness tools.

Family & Future

• Paid Parental Leave - For both birthing and non-birthing parents.
• Traditional & Roth 401(k) - With a generous company match.
• Life & AD&D Insurance - 100% employer-paid coverage for peace of mind.

Growth & Recognition

• Online Learning Platforms - Fuel your professional development.
• Competitive Salary & Bonuses - Your contributions are valued and rewarded.

Equal Opportunity Employer