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Customer Success Specialist

Entry Level

Granicus | Professional Services | Washington, DC

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, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities.

Granicus is seeking a Customer Success Specialist to support the successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients' business outcomes.  As a CSS, you consistently provide exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in our communities. You are a powerful client advocate and you desire to be a part of a collaborative, fast-paced team that focuses on providing world-class service.

What You’ll Do:

  • Lead targeted client outreach campaigns and account health assessments across portfolio of clients
  • Perform research and build client success plans based on unique account environment, business use case, and strategic priorities
  • Follow up on inbound client requests with strategically assembled product adoption content across Granicus’ existing and expanding product portfolio
  • Keenly identify and document expansion opportunities and account intelligence in Salesforce
  •  Pursue and communicate new developments in the Granicus product portfolio
  • Use Salesforce to track activities properly and manage contact data for accuracy
  • Analyze Customer Success reports and dashboards
  • Other duties as assigned, including participation in Customer Success department initiatives to continually improve organization efficiency
Skills & Requirements

Who You Are:

  • You have 1+ years of experience in a customer service or other client-facing role
  • You are an agile learner excited by change
  • You demonstrate excellent phone and email communication skills
  • You possess enthusiasm for expanding knowledge and skills to support a high-performing Customer Success organization
  • You thrive in a lean, self-propelling, and proactive environment
  • You possess effective problem solving, time management, and organizational skills
  • You are committed to diversity of thought and consideration of different ideas
  • Experience with Salesforce or another CRM software preferred
  • Public sector experience preferred
  • BA/BS degree or equivalent
  • You are willing to travel less than 10%

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