Customer Success Consultant - Remote

Overview

The Customer Success Consultant is accountable for our clients' adoption of our growing suite of SaaS solutions and services across client segment tiers, driving visible value aligned with our clients' business outcomes.

In Short

• Proactively manage an assigned portfolio of clients through the customer journey.
• Act as interface among sales, implementation, and support to track customer issues.
• Advise customers on best practices of Granicus products.
• Build strong relationships by maintaining engagement and communication plans.
• Manage escalations by creating save plans and engaging leadership.
• Analyze client usage data via Salesforce reports and PowerBI dashboards.
• Collaborate with Sales to develop territory expansion plans.
• Identify and document expansion opportunities through the Client Services Qualified Leads Program.
• Achieve quarterly and annual targets for Net Promoter Score Program.
• Monitor and optimize customer health scores and engagement metrics.

Requirements

• 2-3+ years of experience in customer success, account management, or client services.
• Strong appetite for analytics and advancement driven by data.
• Excellent organizational skills and ability to manage multiple priorities.
• Exceptional interpersonal skills for building and maintaining client relationships.
• Experience with CRM platforms (Salesforce preferred).
• Ability to thrive in a lean, self-propelling environment.
• Change management experience valued.
• Commitment to diversity of thought and consideration of different ideas.

Benefits

• Work with a mission-driven company transforming the Govtech industry.
• Be part of a recognized company on the GovTech 100 list.
• Contribute to meaningful change for communities.
• Engage with a diverse range of clients and stakeholders.
• Opportunities for professional growth and development.