Customer Success Consultant at Granicus

United Kingdom (Remote)

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Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

What You'll Do:
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. (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 organisation to develop territory expansion plans and coordinate customer outreach and touch points
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


Who You Are:
3+ years of increasing responsibility in a relevant field, such as an agency, public sector organisation, 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 organisational 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

Apply Now

Applications are now closed