Granicus
Denver, CO

Implementation Customer Success Manager at Granicus

| Greater Denver Area
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We are looking for an obsessively customer centric, detail oriented, data savvy Implementation Customer Success Manager to join our innovative and fast-paced SaaS company. You will manage the implementation and onboarding 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 an Customer Success Manager who also owns implementations, you will 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 performed from in Denver, St. Paul, or from home (assuming you are located somewhere in the United States) as long as you have access to a professional work-environment, a fast internet connection, and can work with customers across time zones.

Your Responsibilities:

  • Be primarily responsible for SaaS implementations and maintaining positive customer relationships with those customers.
  • Proactively monitor product usage, and reach out if there are opportunities to increase ROI.
  • Responsible for responding to email and phone calls--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
  • Lead webinar trainings to large groups of system users

Job requirements:

  • 2+ years 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 including:
    • Structured, clear, and concise writing skills
    • Ability to clearly articulate complex thoughts and concepts to clients
  • Expert-level experience with Microsoft Excel and Word
  • Hands on experience with software-as-a-services and web technologies including:
    • Salesforce
    • Web-conferencing software
    • Google Apps including Google Drive, Sheets and Docs
    • Microsoft Office and Outlook

    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.

     

    #LI-SS1


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Where we are

1999 Broadway is located in-between Denver’s Downtown and Uptown neighborhoods. Granicus occupies the 36 and 37 floors of the building.

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
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What are Granicus Perks + Benefits

Granicus Benefits Overview

Flexible Time off
Fully stocked kitchen
Commuter benefits
Parking allowance
401 K Match

Culture
Volunteer in local community
Granicus has a dedicated impact team called Givicus that organizes different volunteer opportunities for our teams. We recently completed a book drive, food drive and a day at Habitat for Humanity.
Intracompany committees
Granicus has various impact teams for fun activities, volunteering and uniting the 3 main offices!
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Women at Granicus ERG, Black Leadership Group, Givicus is our philanthropy based community service group.
Hiring Practices that Promote Diversity
Unconscious Bias training is mandatory for all hiring managers. Extensive interview training for all interview panel members
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $10000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Our game room includes Foosball, Shuffle Board.
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Up to $250 per year fitness allowance.
Professional Development Benefits
Tuition Reimbursement
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Access to LinkedIn Learning, Tree house and safari books.

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