The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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. Granicus is seeking an experienced and personable Customer Advocate to join our Customer Advocacy team.
You will be a strategic an partner every step of the way with your assigned customer portfolio. Playing a critical role as the primary point of contact for a portfolio of Granicus customers and empower them to serve their community better.You will work as part of a team dedicated to helping our customers see the value in their platform of products so that they can accomplish their digital transformation goals. This role suits someone who deeply appreciates that technology only solves half the problem, and that people, process and culture are critical to driving incredible outcomes.
PLEASE NOTE - You must reside in Costa Rica to be considered for this position. Candidates living in other countries cannot be considered at this time.
What your impact will look like:
- Proactively engage and nurture relationships with customer sponsors, stakeholders, and executive level personas.
- Participation in sales efforts such as demonstrations and negotiations to uncover the customer’s goals, meet initial stakeholders, and validate the value of the program
- Creating account plans that reflect customers strategic goals and action plans on how we work together to achieve them.
- Tailored business reviews that contain KPIs, milestone achievements, short-term and long-term roadmaps.
- Partnering with implementation team during project implementation by attending kickoff, status and hand off calls to ensure the customers goals are being met; serve as a point of escalation if necessary
- Conducting regular customer meetings to review product releases and improvements, and how they can support our customers’ goals
- Working to identify specific customer needs and working collaboratively with internal partners to meet them
- Identify usage gaps and services opportunities for existing clients that will result in better outcomes or experience for the client, and that represent upsell opportunities.
- Serve as the voice of the customer, bringing their needs and concerns back into the company to inform our products and processes
- Enthusiastically representing Granicus at internal and external speaking events as a subject-matter expert in our products and best-practice examples from our customers
- Highlighting at-risk customers and working cross-functionally to address issues
- Advocating for concessions on new business or expansion opportunities
- Creating success plans to align with at-risk customers
- Travel domestically in the US several times per year for Customer Meetings in the region of your designated portfolio, as global conditions allow
- Assist with the delivery of a range of Customer Advocacy projects
You will love this job if you have:
- 2-3 years of experience in external customer account management, development, strategy or a consultant role.
- Experience working in or with local government, non-profit or similar field
- Ability to enthuse and inspire people towards action
- True Customer Mindset
- Demonstrated problem-solving skills and the ability to work independently
- Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions
- An ability to positively represent the company to the customer, and the customer to the company
- Excellent verbal and written communicator
- Public speaking and presentation skills
- Committed team player, working for the overall team/company/customer win.
- Be a knowledge seeker, constantly searching and collaborating with colleagues, customers and partners.
- Commitment to diversity of thought and consideration of different ideas
- Proficiency in Microsoft Office
- CRM experience
- Self-motivation
Nice to have:
- Experience with Granicus products or other content management systems
- Experience working in a remote environment with experience managing multiple time zones
- Experience in change management or process improvement
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. Apply for this job
