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

Senior Customer Success Consultant - GovQA at Granicus LLC

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Granicus/GovQA 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, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 280 million people, creating a powerful network to enhance citizen engagement. By optimizing decision-making processes, Granicus strives to help government see better outcomes and a greater impact for the citizens they serve. Come see the impactful work we've done on communities across the country (and world!): https://granicus.com/success-stories/

The Senior Customer Success Manager supports the company's overall customer engagement and long-term retention strategy by partnering with clients in an assigned territory to ensure successful product adoption and to maximize the usage and value of GovQA product solutions for their needs. This role is highly relationship driven and collaborates internally and with customers to monitor customer satisfaction and success metrics in order to advocate for customer needs and develop mutual success plans.

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. 

*starting rate may vary by experience and/or location

Granicus is subject to the Executive Order requiring employees of federal contractors to be fully vaccinated for COVID-19.

 

What You'll Do:

  • Build and maintain relationships with assigned customers and function as a proactive consultative resource to ensure success and satisfaction with the product
  • Collaborate with Marketing, Product, and Technical teams to deliver relevant information and solutions to address customer needs and drive retention and referral business
  • Function as the voice of the customer communicating and advocating internally to inform decisions regarding product functionality, service, processes, pricing, etc
  • Monitor and analyze key performance indicators for customer success and satisfaction
  • Proactively follow up with customers to identify and report on root cause of issues
  • Partner internally and with customers to recommend and execute approved mutual success plans to ensure continued value of GovQA to the client
  • Identify upsell opportunities, recommend and influence the purchase of product add-ons
  • Participate with Sales in Customer Business Reviews to present usage data, benefit, and success stories, upsell opportunities, and information on product roadmap strategies 

Who You Are:

  • You have a Bachelor or Associate degree
  • A minimum of 3 years of work experience in a client facing customer success, customer engagement, account management, sales, or related service role
  • Experience working with state and local governments/agencies is preferred
  • Experience working in the SaaS industry and technology sales industries are preferred
  • You have a goal-driven and motivated approach to planning and completing work
  • You have facilitation skills that drive efficiency, effectiveness, and progress in a collective manner toward an objective during group meetings or projects
  • You have an ability to influence, persuade, and gain commitment to ideas or actions to achieve objectives.
  • You are proficient in the Microsoft Office Suite – Excel, Word, Power Point
  • You are proficient in Salesforce
  • You are proficient in Google Suite
  • You have an ability to navigate and perform professionally and effectively in-person and via phone, video meeting, email, direct messaging, and other electronic/digital platforms
  • You possess organizational and problem-solving skills
  • You are highly accountable, self-motivated, and able to independently take initiative and execute where appropriate
  • You have analytical skills including the ability to draw insights, make recommendations, develop and execute plans, and measure results using quantitative and qualitative data
  • You build and maintain excellent relationships
  • 5% travel required

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

#Li-Remote #LI-SV1

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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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