Remote Customer Success Consultant (Victoria, New South Wales, or Queensland) Job at Granicus

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.

What your impact will look like here

• The right candidate will enjoy building strong relationships with key drivers of government engagement and digital communication in all levels of government. You’ll bring your digital transformation experience as a professional, and your user experience as a citizen, to bring out the best in our clients and become a trusted ear to our public sector contacts.
• A typical day might involve a strategic check-in with a senior team member at a government department or agency, a follow-up call liaising with our product team to recommend SaaS updates and new use cases or passing on great client examples to our marketing teams and identifying contemporary trends in digital transformation that demand attention.
• Manage a territory of diverse clients utilising the Granicus suite of digital solutions across New South Wales, Victoria, and Queensland.
• Build and maintain internal relationships to ensure the customer voice is advocated for and we continue to provide success and satisfaction with our product suite and services
• Collaborate with internal teams to deliver timely information and solutions to address customer issues and needs ultimately driving retention and referral business
• Work in collaboration with the Sales team to identify and close upsell and cross-sell opportunities that would be beneficial to the client.
• Close small sales deals, when applicable

You’ll love this job if you have, are or, do

• Residence in Queensland, Victoria, or NSW (REQUIRED)
• Great interpersonal skills and able to build a rapport with our customers from the C-Suite through to the platform user.
• Understanding of web/CMS applications, ideally in a government context utilising OpenCities or driving a digital transformation process and/or community and stakeholder engagement methodology, is highly desirable
• Familiar and comfortable with record keeping and analysis in CRM solutions including Salesforce
• Skilled in negotiation and issues management with customer-for-life attitude
• High level written and verbal communication skills
• Understanding of public sector challenges and processes
• You are highly accountable and a creative problem solver, able to independently take initiative and execute solutions where appropriate
• Flexibility to undertake some intra and Interstate travel as required.