Customer Advocate Jobs

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.

Want to know more? See more of what we do here .

Granicus is seeking an experienced and personable Customer Advocate to join our Customer Advocacy team. You will be a strategic an partner every step of the way with your assigned customer portfolio. Playing a critical role as the primary point of contact for a portfolio of Granicus customers and empower them to serve their community better.

You will work as part of a team dedicated to helping our customers see the value in their platform of products so that they can accomplish their digital transformation goals.

If you think you're the right fit for our diverse team, please apply via the link with your resume and cover letter. Got questions? Email Megan at megan.maguire @granicus.com.

This role suits someone who deeply appreciates that technology only solves half the problem, and that people, process and culture are critical to driving incredible outcomes.

• Proactively engage and nurture relationships with customer sponsors, stakeholders, and executive level personas.
• Working to identify specific customer needs and working collaboratively with internal partners to meet them
• Tailored business reviews that contain KPIs, milestone achievements, short-term and long-term roadmaps.
• Identify usage gaps and services opportunities for existing clients that will result in better outcomes or experience for the client, and that represent upsell opportunities.
• Creating account plans that reflect customers strategic goals and action plans on how we work together to achieve them.
• Serve as the voice of the customer, bringing their needs and concerns back into the company to inform our products and processes
• Partnering with implementation team during project implementation by attending kickoff, status and hand off calls to ensure the customers goals are being met; serve as a point of escalation if necessary
• Participation in sales efforts such as demonstrations and negotiations to uncover the customer’s goals, meet initial stakeholders, and validate the value of the program
• Conducting regular customer meetings to review product releases and improvements, and how they can support our customers’ goals

What Your Impact Will Look Like Here

• Highlighting at-risk customers and working cross-functionally to address issues
• Assist with the delivery of a range of Customer Advocacy projects
• Advocating for concessions on new business or expansion opportunities
• Enthusiastically representing Granicus at internal and external speaking events as a subject-matter expert in our products and best-practice examples from our customers
• Travel domestically in the US several times per year for Customer Meetings in the region of your designated portfolio, as global conditions allow
• Creating success plans to align with at-risk customers

You will love this job if you have

• Experience working in or with local government, non-profit or similar field
• CRM experience
• Excellent verbal and written communicator
• Ability to enthuse and inspire people towards action
• Experience in change management or process improvement
• True Customer Mindset
• Be a knowledge seeker, constantly searching and collaborating with colleagues, customers and partners.
• Demonstrated problem-solving skills and the ability to work independently
• Worked in a remote environment with experience managing multiple time zones
• Self-motivated
• An ability to positively represent the company to the customer, and the customer to the company
• 2-3 years of experience in external customer account management, development, strategy or a consultant role.
• Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions
• Public speaking and presentation skills
• You have commitment to diversity of thought and consideration of different ideas
• Committed team player, working for the overall team/company/customer win.
• Proficient in Microsoft Office
• Experience with Granicus products or other content management systems

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include –
• 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.
• Slack communities focused on wellness, art, furbabies, family, parenting, and more.
• Employee Resource Groups to encourage diverse voices
• We bring in special guests from time to time to discuss issues that impact our employee population

The Company

• Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with 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.
• Serving the People Who Serve the People
• Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use 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.
• Want to know more? See more of what we do here .

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here .