What your impact will look like here:

• Proactively guide a dedicated portfolio of ~150 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

You’ll love this job if you have / can:

• Full French fluency (spoken and written) at a senior business professional level
• Canadian Citizenship and at least 10 years of stable Canadian residency (required for a Secret level clearance in Canada).
• 5+ years of increasing responsibility in a relevant field, such as an agency, public sector organization, or software company, or 3+ years of Customer Success experience
• 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, and sometimes ambiguous environment
• Commitment to diversity of thought and consideration of different ideas
• Qualify for a Secret Clearance in Canada
TRAVEL REQUIREMENT
• This position may require domestic Canadian travel several times per year for customer meetings in the region of your designated portfolio, as global conditions allow.

Security & Privacy Requirement:

• Please note, due to the networks and access this position has, candidates must be able to obtain a Canadian government security clearance at the ’Secret’ level if selected for this role. Therefore to be considered for this position, candidates must have Canadian Citizenship, 10 years of Canadian residency status, and pass an in-depth, government sponsored background check. 
• 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 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.