[Hiring] Senior Customer Success Consultant @Granicus

Role Description

Granicus is seeking a Senior 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. This role will align to the Federal market segment with a focus on driving adoption among one or more of Granicus’ product families.

• Proactively guide a dedicated portfolio of ~100 clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience.
• 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.
• Pass all internal Product Proficiency Programs available for the products aligned to your Customer Portfolio.
• Advocate for customers through participation in internal cross-functional meetings, including Product Councils for product enhancements and bug escalations; Customer Advisory Boards; Heal Desk meetings for At-Risk Customers; and Deal Desk Meetings for concessions on new business or expansion opportunities.
• 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.

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.
• Pursuit of public sector information, developments, and Customer Success 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, and sometimes ambiguous environment.
• Commitment to diversity of thought and consideration of different ideas.

Requirements

• Travel Requirement: This position may require domestic U.S. travel several times per year for Customer Meetings in the region of your designated portfolio, as global conditions allow.
• 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.

Benefits

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