In November 2019, Granicus acquired Host Compliance, the premier short-term rental compliance SaaS provider delivering a comprehensive suite of solutions designed to help solve local and state governments' short-term rental registration, compliance monitoring, tax collection, audit and enforcement challenges. Host Compliance, formed in 2015, has partnered with over 300 North American cities and counties to address the challenges associated with explosive short-term and vacation rental market growth.

We are looking for a Customer Success Manager to join the Host Compliance division! The ideal candidate is obsessively customer centric, detail oriented, and data savvy. You will manage the onboarding and implementation of our software-as-a-service data products and to be successful in the role you will need to become a product expert so you can quickly analyze and determine client business needs and devise creative and effective solutions.

As a Customer Success Manager, you will own everything as it relates to the out-of-box implementation of the software and serve as the primary point of contact for project communications to ensure that the project moves along smoothly. As such you will need to be a strong communicator and comfortable with presenting (via video conference) to senior level local government officials. As we are in the business of data, you need to be extremely adept at manipulating and matching large data-sets to find answers to FAQs.

This role can be based in Denver or St. Paul.

What You'll Do:

• Be primarily responsible for tier 1 implementations and maintaining positive customer relationships with those customers. Monitor product usage, and reach out if customer is not using system or is not getting the most out of it.
• Responsible for responding to email and phone calls from our customers to Customer Success--you do not have to know how to answer every question, but you must be responsive and timely, know where to get the answers, and be accountable for solving any problems.
• Become an expert on the day-to-day operational tasks that we must do in order to deliver a high quality customer experience.
• Troubleshoot issues and problems that customers and/or other team members are having with our systems or product. Create bug tickets as appropriate.
• Analyze current systems and operational duties with the aim of increasing efficiency, fully automate wherever possible, and enhance current software features.

Who You Are:

• 1+ year experience in client-facing role(s), preferably in a B2B environment
• 2+ years in Customer Success, or an incredibly CS oriented mindset
• Outstanding organizational skills
• Extreme attention to detail
• Ability to thrive in fast paced environment with competing priorities
• Excellent client and internal communication skills
• Expert-level experience with Microsoft Excel and Word
• Hands on experience with software-as-a-services and web technologies including: Salesforce.com, web-conferencing software, Google Apps including Google Drive, Sheets and Docs, ticketing systems like Freshdesk or Zendesk
• Fast learner with an insatiable desire to expand their knowledge and skills
• Ability and willingness to both take direction and lead projects
• Empathetic, personable, and positive
• Driven to create and be a part of something bigger than themselves
• Confidence to voice their opinion but need not always be right
• Responsible and believe in team-wide accountability
• Bonus: experience working with big data sets and SQL

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.
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