Customer Success Consultant

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Granicus provides technology and services that empower 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. Business Reason for New Role:  Executive-sponsored initiative to convert 30% of 364 clients using one of our 3 Government Experience Clouds (Operations, Service, and Engagement) who are paying at or above list price. Conversion will occur at renewal, adding value to current revenue spend and generating uplift. Role will also support sales in converting 1,300 additional Segment 1B accounts for net new revenue. Granicus is seeking a Senior Customer Success Consultant (CSC) - Tiger Team to support the deep and successful adoption of our GXC solutions, and to drive visible value aligned with our clients' business outcomes and successful use cases to leverage in the future. 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 State and Local of those customer market segments with a focus on high-value swap and upgrade opportunities and net new expansion activities typically with sales team. As a Senior member of the Success Team, this role will serve as a subject matter expert on their aligned customer market segment and the Experience Partner and Data Insights portions of the GXC offering for both internal and external scenarios.  The Connected Technology will be important to understand but not expert level. Reporting Structure and Duration: This posting is to backfill one of five Tiger Team roles, due to a vacancy. The goal is to achieve 30% conversion by April 2026. Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization as well as a deep product or industry knowledge and experience leading portfolios and internal projects. 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. New Position Benefits & Challenges: This role requires basic sales skills beyond those of the standard Senior CSC, including accurate forecasting, opportunity qualification, meeting follow up, and executive alignment. These are essential to achieving targets and supporting expansion and swap pipeline goals.

• Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience
• Conduct high-value upgrade and swap discovery conversations tied to executive priorities and revenue goals
• Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints
• Identify and document expansion opportunities 
• Forecast and manage pipeline in alignment with strategic swap objectives
• Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals
• Enthusiastically represent Granicus at internal and external speaking events or webinars as a subject-matter expert of our GXC platform especially the role of the Experience Partner and Data Driven Insights

• 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
• Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation
• Change management experience
• 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
• Experience with sales pipeline management, forecasting, and supporting revenue-based compensation KPIs

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.