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 4,500 government organizations and connects more than 220 million people in the largest Citizen Subscriber Network of its kind.

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Customer Advocate

Melbourne, VIC
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Job Description

OpenCities (now part of Granicus) is one of Australia’s fastest growing GovTech start-ups, with teams in Melbourne and Kansas City, and customers across Australia, New Zealand and North America.  

Our innovative technology is transforming how cities and governments engage and deliver digital services to their community through their websites, forms and intranets. 

Reporting to the Customer Advocacy Lead, you will play a critical role in supporting, inspiring and advocating for our Customers. You will become a trusted advisor, partnering with our customers to help them realise the full potential of our platform, while providing support to the rest of the Customer Advocacy team. 

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. As a guru and the go-to person for our technology and industry best practice, you will be able to:  

  • Proactively engage and nurture relationships with project sponsors, stakeholders and management level personas 

  • Understand their short and long-term goals and desired outcomes, and map the current and future capabilities of our technology to those goals and desired outcomes 

  • Assist with crafting an actionable roadmap that helps customers deepen their use of OpenCities over time, increasing product stickiness, value, and retention 

  • Whilst deepening product use and ROI, look for opportunities to broaden OpenCities use across products and services, and share with the growth team as required 

  • Serve as the voice of the customer, bringing their needs and concerns back into the company to inform our products and processes 

Skills & Requirements

Key value creation focused activities include: 

  1. Creating awareness – Build visibility and celebrate wins and achievements to-date against key metrics, incepted from the beginning of the relationship 

  1. Building trust - Identify and shine a light on product uptake gaps, and regardless of whether it’s due to lack of skill or awareness, proceed to educate and empower our customers to close that gap 

  1. Becoming a strategic partner - Maintaining and checking-in against a value creation roadmap that ties OpenCities to the customers strategy, with a growth plan that extends well beyond the EOL of current subscription 

  1. Show what’s possible – Identify problem areas and work to show what’s possible. Operate as a continuous learner and identify problem areas and business needs. By asking why enough, you’ll uncover a user need where you can show what’s possible when you leverage the OpenCities platform and approach to that problem 

  1. Thought leadership – Direct clients to other sources of content that can inspire them. This may or may not be OpenCities blogs, but resources from 18F, Gov.Uk, or research from other national consultancies. Look for ways to elevate their thought leadership and view OpenCities as connected to a greater ecosystem. This includes helping tell their stories and facilitating connections with other users 

 

What you’ll do: 

  • Deliver value and support for customers post-launch. This may include, but is not limited to:  

  • Biannual site review to identify where customers could derive better value from OpenCities products and their own content 

  • Regular customer calls or meetings to review product releases and improvements, and how they can support our customers’ goals 

  • Working with the Customer Success/Technical Support team, identifying training gaps for specific clients and delivering additional support as needed 

  • 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 for our growth team. Set the stage wherever appropriate for upsell and introduce growth team to implement that sale 

  • Identify product or services offerings from OpenCities that would benefit multiple customers and feed that information back into the company (product and consulting teams) 

  • Assist with the delivery of a range of Customer Advocacy projects  

 
 
What you’ll have: 
  • Experience working in local government, ideally in a web, digital services, or technology related position 

  • Ability to enthuse and inspire people towards action . 

  • Demonstrated problem-solving skills and the ability to work independently.  

  • Great interpersonal and communication skills.  

  • Rigorous: 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 communicator and presenterCommitted team player, working for the overall team/company/customer win.  

  • Be a knowledge seeker, constantly searching and collaborating with colleagues, customers and partners.  

  • “Can do, roll-up-my-sleeves, whatever-it-takes” attitude.  

Nice to have: 

  • Experience with OpenCities products or other content management systems 

  • Knowledge of basic information architecture, user design, or similar 

  • Experience with website content management as associated strategies 

 

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?  

Individual applicants only. No recruitment agencies please. 

Qualifications