[Hiring] Customer Success Consultant - Strategic Accounts @Granicus LAC

Role Description

Granicus provides technology and services that empower 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, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities.

Business Reason for New Role: Executive-sponsored initiative to convert 30% of 364 clients using one of our 3 Government Experience Clouds (Operations, Service, and Engagement) who are paying at or above list price. Conversion will occur at renewal, adding value to current revenue spend and generating uplift. Role will also support sales in converting 1,300 additional Segment 1B accounts for net new revenue.

Granicus is seeking a Senior Customer Success Consultant (CSC) - Tiger Team to support the deep and successful adoption of our GXC solutions, and to drive visible value aligned with our clients' business outcomes and successful use cases to leverage in the future. You are a committed client navigator guiding customers on a strategic journey of success.

This role will align to State and Local customer market segments with a focus on high-value swap and upgrade opportunities and net new expansion activities typically with the sales team. As a Senior member of the Success Team, this role will serve as a subject matter expert on their aligned customer market segment and the Experience Partner and Data Insights portions of the GXC offering for both internal and external scenarios.

Reporting Structure and Duration: This posting is to backfill one of five Tiger Team roles, due to a vacancy. The goal is to achieve 30% conversion by April 2026. Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization as well as a deep product or industry knowledge and experience leading portfolios and internal projects.

What Your Impact Will Look Like

• Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience.
• Conduct high-value upgrade and swap discovery conversations tied to executive priorities and revenue goals.
• Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints.
• Identify and document expansion opportunities.
• Forecast and manage pipeline in alignment with strategic swap objectives.
• Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals.
• Enthusiastically represent Granicus at internal and external speaking events or webinars as a subject-matter expert of our GXC platform especially the role of the Experience Partner and Data Driven Insights.

Qualifications

• 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.
• Experience with sales pipeline management, forecasting, and supporting revenue-based compensation KPIs.

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 be a part of our journey.

• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes 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 employee population.

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.