Manager, Customer Success
Costa Rica (Remote)
Professional Services – Customer Success /
Full Time /
Remote
Granicus is seeking an experienced and personable individual to lead a Customer Success team. You will play a critical role in leading a team that manages a portfolio of Granicus customers and empower them to serve their community better through regular, proactive engagement and reactive service.
What your impact will look like:
- Deliver success through leading and empowering the team.
- Lead employees/team to meet expectations for productivity, quality, continuous improvement, and company goals.
- Coach, mentor, and invest in each individual. Creating individual growth paths to retain talent.
- Ensure best practices are adopted and employed by individual contributors and teams.
- Prescriptively deliver feedback to strengthen practices, and acutely address performance issues.
- Whole-heartedly set model for collaborative internal relationships and authentically encourage opportunity expansion with qualified leads in Salesforce
- Manage escalations to create a better customer experience and reduce churn
- Manage pipeline and churn forecast for assigned portfolio
- Partner with peers and Customer Success Director to proactively identify ways to improve upon customer retention and experience.
- Elevate organizational and individual issues at appropriate times to respective advocates.
- Passionately pursue developments in Granicus product portfolio, competitive advancements, and modern engagement trends
- Grow and nurture internal relationships within
- Additional Duties as assigned.
You'll love this job if you have:
- 2-3 years of experience in external customer management, development, strategy or a consultant role
- 1-2 years of people management in a customer success, project management or change manager role.
- Experience working in government, non-profit or similar field.
- Proficient in technology with the ability to quickly learn and think systematically.
- Ability to enthuse and inspire people towards action.
- Demonstrated problem-solving skills and the ability to work independently.
- Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions.
- An ability to positively represent the company to the customer, and the customer to the company.
- Excellent verbal and written communicator
- Public speaking and presentation skills
- You have commitment to diversity of thought and consideration of different ideas
- Demonstrated experience in team building, leadership or management with formal or informal positions
- Commitment to diversity of thought and consideration of different ideas
