Granicus LLC
At Granicus, our mission is to help bring government and citizens closer together.
Denver, CO
Remote

Customer Success Consultant at Granicus LLC

| Remote
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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, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities.
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. Granicus offers solutions to Federal, State and Local governments. This role will align to one of those customer market segments with a focus on driving adoption among one or more of Granicus' product families.

Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization. Qualified candidates will have stellar client relationship and consultative skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. Candidates should also have experience with Software as a Service (SaaS) platforms, and the ability to translate the capabilities of a technology platform into specific benefits for a given client. The desire to be a part of a collaborative, fast-paced team who thrives on the mission of providing world-class service is a must.

Granicus is a remote first company (this isn't temporary). While we have virtual teams, you have the option for in-office work should you be located near one of our hubs.

 

What You'll Do:

  • Proactively guide a dedicated portfolio of ~200 – 300 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. (Excellent candidates will participate in, and pass, proficiency testing for Granicus products in adjacent Product Suites)
  • Advocate for customers through participation in internal cross-functional meetings, including (but not limited to): 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
  • Identify (up to) five Customer References and/or Customer Success Stories per quarter. Proactively submit references and success story recommendations to the Granicus Marketing team.
  • Regularly achieve quarterly and annual targets for managing NPS Program responses, Customer Health Score outreach, and Strategic Reviews for your dedicated Customer Portfolio
  • 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
  • Other duties as assigned

Who You Are:

  • 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, proactive environment
  • Commitment to diversity of thought and consideration of different ideas

Come learn more about working at Granicus on our website: https://granicus.com/careers/

#Li-Remote

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.

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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
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM
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What are Granicus LLC Perks + Benefits

Granicus LLC Benefits Overview

Flexible Time Off
Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
401(k) plan with matching contribution
Tuition & Training Reimbursement
Paid Parental Leave
Employer paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
Group legal coverage
Transit and/or parking supplement for office based employees
Free snacks and drinks in our offices
And more!

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.
Partners with Nonprofits
Granicus partners with Habitat for Humanity, DayMaker, and Hour of Code to help the communities that we serve.
Eat lunch together
Intracompany committees
Granicus has various impact teams for fun activities, volunteering and uniting the 3 main offices!
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
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
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Granicus has a remote-first policy. If you are located near one of our office locations, you are welcome to go in but, it will never be required.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Up to $250 per year fitness allowance.
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Access to LinkedIn Learning, Tree house and safari books.

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