They will maintain strong customer relationships and act as a main point of contact for the programs they own, ensuring tight alignment, offering proactive and prescriptive advice, and ultimately resulting in outstanding Customer Success. This may include the following:
Pre-sales discovery and experience definition.
Project kickoff.
Bringing industry expertise and perspective.
Drive better outcomes through hands-on experience, services, data, and technical expertise.
Working understanding of Granicus solutions.
Alignment to and support of customer objectives.
Regular customer check-ins.
Ensure project operational compliance.
Relationship building with client stakeholders.
Owning their book of business, constituted by programs across an assigned set of mid-tier customers.
Being customer's primary point of contact for owned programs.
Protect existing program revenues and prevent/mitigate program and customer churn.
Grow revenues through direct upsells within the programs and generating cross-selling leads.
What Your Impact Will Look Like
Develop, grow, and manage strategic customer relationships.
Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services as a client-facing executive of Granicus.
Create and deliver effective presentations and proposals to address the specific needs of a customer or prospect.
Support delivery team to manage scope, timeline, execution, and acceptance.
Empower and guide individual contributors in career-pathing through monitoring and evaluation of performance, alignment to corporate professional development program, and company growth.
Help train and elevate internal teams in consultative solutions development, sales, development, strategy, and implementation.
Work with customers to identify and align programs, agency, or mission objectives to improve CX outcomes.
Design & deliver strategic program reviews to infuse CX subject matter expertise and develop relationships with agency’s executive stakeholders.
Identify and develop customer engagement and recognition opportunities.
Drive organic growth by leveraging our current book of business and relationships.
