Manager, Customer Success

Description

Granicus is seeking an experienced and personable individual to lead a Customer Success team. You will play a critical role in leading a team that manages a portfolio of Granicus customers and empower them to serve their community better through regular, proactive engagement and reactive service.

What your impact will look like:

Deliver success through leading and empowering the team.

Lead employees/team to meet expectations for productivity, quality, continuous improvement, and company goals.

Coach, mentor, and invest in each individual. Creating individual growth paths to retain talent.

Ensure best practices are adopted and employed by individual contributors and teams.

Prescriptively deliver feedback to strengthen practices, and acutely address performance issues.

Whole-heartedly set model for collaborative internal relationships and authentically encourage opportunity expansion with qualified leads in Salesforce

Manage escalations to create a better customer experience and reduce churn

Manage pipeline and churn forecast for assigned portfolio

Partner with peers and Customer Success Director to proactively identify ways to improve upon customer retention and experience.

Elevate organizational and individual issues at appropriate times to respective advocates.

Passionately pursue developments in Granicus product portfolio, competitive advancements, and modern engagement trends

Grow and nurture internal relationships within

Additional Duties as assigned.

You'll love this job if you have:

2-3 years of experience in external customer management, development, strategy or a consultant role

1-2 years of people management in a customer success, project management or change manager role.

Experience working in government, non-profit or similar field.

Proficient in technology with the ability to quickly learn and think systematically.

Ability to enthuse and inspire people towards action.

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

You have commitment to diversity of thought and consideration of different ideas

Demonstrated experience in team building, leadership or management with formal or informal positions

Commitment to diversity of thought and consideration of different ideas