Job description
Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.
Title: Manager, Customer Success, ANZ
Reports to: Director, Client Services
The Manager, Customer Success is accountable for our clients’ adoption of our growing suite of SaaS solutions and services, and is responsible for driving visible value aligned with our clients' business outcomes. As a manager you are a driven leader with authentic ability to motivate individuals to succeed and make a remarkable organisational impact.
Strong candidates will have experience in managing a data-driven Customer Success program. Importantly, you also bring organic relationship-building skills and demonstrated ability to deftly navigate in internal and external conditions and seek to develop positive client experiences and foster relationships to support brand loyalty.
You are a dynamic leader reliably contributing to improvement and adherence of business processes.
Essential functions:
Lead Customer Success Team through organisational transition with strategic approach, steadfast adherence to process, and superior supervisory skills
Support the overall implementation and refinement of Global Customer Success programs to drive customer lifetime value through accelerated product adoption- Manage a portfolio of strategic clients across the ANZ business
- Ensure best practices are adopted and employed by individual contributors and teams along the maturity curve for respective products, as well as contribute to the evolution of practices
- Whole-heartedly set model of collaborative sales relationships and authentically encourage opportunity expansion with qualified leads in SalesForce
- Avidly monitor team’s key performance metrics on customer engagement and completion of touchpoints to provide learning lessons
- Prescriptively deliver feedback to strengthen practices, and acutely address performance issues
- Discerningly elevate organisational and individual issues at appropriate times to respective advocates
- Advance team learnings through retrospectives and transparent dissemination of information
- Advocate for customers throughout cross-functional meeting forums
- Passionately pursue developments in Granicus product portfolio, as well as SaaS customer success practices, competitive advancements, and modern engagement trends
- Enthusiastically represent Granicus at internal and external speaking events as a subject-matter expert in our products and respective civic and citizen knowledge pillars
Requirements:
3+ years increasing responsibility in a relevant field, such as an agency, non-profit, public sector organisation, or software company.- Demonstrated experience in team building, leadership and client experience programs.
- Natural ability to foster internal and external relationships in varying organisations.
- Extraordinary appetite for analytics and advancement driven by data with preferred knowledge of civic-management and citizen-engagement tools.
- Understanding of public sector trends, developments and processes.
- Excellent organisation skills and a passion for process and business systems, as well as process improvement ideation.
- Exceptional interpersonal skills for internal and external relationship building at all levels of the organisation, including cross-departmental colleagues, C-suite and clients.
- Ability to thrive in a lean, self-propelling, proactive environment.
- Commitment to diversity of thought and consideration of different ideas.
- Willingness to travel, as needed, up to 25% for client meetings and Granicus commitments.
$100,000 - $130,000 a year
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