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Manager - Customer Success
Granicus
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
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.
Job Summary Granicus provides technology and services that empowers 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, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 280 million people, creating a powerful network to enhance citizen engagement. By optimizing decision-making processes, Granicus strives to help government see better outcomes and a greater impact for the citizens they serve. Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/
The Manager, Customer Success 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. As a manager, you will lead and motivate individuals to achieve organizational impact through systematic approaches to customer success.
Strong candidates will have experience in managing a data-driven Customer Success program with demonstrable expertise in both automation/workflow optimization and high-touch client services. You will bring relationship-building skills and the ability to navigate both internal and external stakeholder relationships effectively.
What Your Impact Will Look Like Essential Function
Knowledge/Skills/Abilities
Customer Success Leadership & Strategy
Lead Customer Success Team through organizational transition with strategic approach, steadfast adherence to process, and superior supervisory skills
Create, implement and refine Customer Success programs to drive customer lifetime value through accelerated product adoption
Develop and optimize automation strategies and workflows to enhance team efficiency and customer experience
Guide team to proactively review client data and system usage to provide best practice recommendations
Serve as escalation point for complex customer issues and strategic account challenges
Analyze metrics and team performance statistics to drive continuous improvement
Sales Leadership & Growth
Develop and execute strategic upsell/cross-sell initiatives across portfolio
Coach team members on identifying and pursuing expansion opportunities
Present solutions and value propositions to client stakeholders
Collaborate with sales teams on growth strategies
Lead virtual and in-person presentations to diverse audiences
Team Development & Management
Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs)
Create professional development plans for team members and facilitate ongoing educational content
Create and maintain new team member training materials and resources based on optimization and team needs
Prescriptively deliver feedback to strengthen practices, and acutely address performance issues
Ensure cross-departmental teams meet their goals through effective collaboration
Customer Success Operations
Maintain expert-level knowledge of all product policies, integrations, and industry developments
Ensure best practices are adopted and employed by individual contributors and teams along the maturity curve
Monitor and optimize customer health scores and engagement metrics
Develop and implement churn mitigation strategies
Create and maintain standardized operating procedures for workflow optimization
Lead strategic planning that synchronizes customer success activities across segments
Cross-functional Leadership
Advocate for customers throughout cross-functional meeting forums
Communicate effectively with internal stakeholders to facilitate smooth customer journeys
Act as an escalation point to report issues and influence core product changes
Advance team learnings through retrospectives and transparent dissemination of information
You Will Love This Job If You Have Experience/Credentials:
5+ years leading a team in a relevant field such as a marketing agency or software company
Demonstrated experience in team building, leadership or management formal or informal positions
Proven track record of implementing successful customer success automation strategies
Preferred experience with Salesforce and customer success platforms or equivalent systems
Strong analytical skills with the ability to translate data into actionable insights
Natural ability to foster internal and external relationships
Exceptional interpersonal skills for relationship building at all levels of the organization
Experience managing distributed teams and working across time zones
Proven ability to develop and optimize customer success workflows
BA/BS degree or equivalent experience
Travel requirements vary by client segment - specific details will be discussed during the interview process
Pay Range USD $85,000.00 - USD $120,000.00 /Yr.
About Us 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 bea 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 andsometimes 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 employeepopulation
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.
The Benefits At Granicus, we offer a comprehensive and flexible benefits package
designed to support your well-being, growth, and work-life balance—starting from day one. Here’s what you can expect as a U.S.-based team member:
Flexibility & Balance
Flexible Time Off –
Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days –
Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement –
Support a productive home office environment.
Health & Wellness
Multiple Health Plan Options –
Including a 100% employer-paid plan.
Employer HSA Contributions –
When enrolled in a High-Deductible Health Plan.
Fitness Reimbursement Program –
Stay active, your way.
On-Demand Mental Health Support –
Access to Headspace and other wellness tools.
Family & Future
Paid Parental Leave –
For both birthing and non-birthing parents.
Traditional & Roth 401(k) –
With a generous company match.
Life & AD&D Insurance –
100% employer-paid coverage for peace of mind.
Growth & Recognition
Online Learning Platforms –
Fuel your professional development.
Competitive Salary & Bonuses –
Your contributions are valued and rewarded.
Equal Opportunity Employer Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.
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Sprachkenntnisse
- English
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