Sr. Customer Success Consultant
Bilingual French, Canada
Updated on 2/21/2024
Granicus

1,001-5,000 employees

Civic engagement platform for public sector communication.
Company Overview
Granicus stands out as a leading civic engagement platform, serving over 5,500 government agencies and 300 million citizens globally, demonstrating its competitive advantage in scale and reach. The company's comprehensive cloud-based solutions, including communication tools, website design, meeting management software, and digital services, streamline interactions between governments and residents, fostering stronger relationships. Granicus' commitment to simplifying government-citizen interactions and disseminating critical information positions it as a key player in enhancing community engagement and driving meaningful change.
Data & Analytics
Government & Public Sector

Company Stage

Series A

Total Funding

$30M

Founded

1999

Headquarters

Denver, Colorado

Growth & Insights
Headcount

6 month growth

5%

1 year growth

19%

2 year growth

62%
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Power BI
Sales
Salesforce
Data Analysis
CategoriesNew
Business & Strategy
Sales & Account Management
Consulting
Requirements
  • Full French fluency (spoken and written) at a senior business professional level
  • Canadian Citizenship and at least 10 years of stable Canadian residency
  • 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
  • Exceptional interpersonal skills for internal and external relationship-building
  • Qualify for a Secret Clearance in Canada
Responsibilities
  • Proactively guide a dedicated portfolio of ~150 clients through the customer journey from post-implementation
  • 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
  • Advocate for customers through participation in internal cross-functional meetings
  • 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
  • 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
Desired Qualifications
  • 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
  • Ability to thrive in a lean, self-propelling, and sometimes ambiguous environment
  • Commitment to diversity of thought and consideration of different ideas