Granicus
Empowering a Modern Digital Government.
Manager – Customer Success
Location
California
Posted
7 days ago
Salary
Not specified
Bachelor Degree5 yrs expEnglish
Job Description
• 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
• 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
• Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs)
Job Requirements
- 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
Benefits
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes 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 employee population
