William Mercy
Senior Customer Success Consultant @Granicus
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WORK HISTORY
Senior Customer Success Consultant @Granicus
Chicago, IL, US
Oversees a portfolio of 110 federal and state government accounts, representing $14.4 million in annual recurring revenue.•Leads Executive Business Reviews (QBR’s), delivering insights on account performance metrics and reporting, national benchmark analytics, product roadmaps, digital strategy alignment, and tailored upsell/add on recommendations.•Provides strategic support across 11 core SaaS products, including CMS, Sentiment Engagement, Communications Cloud, Agenda Management & Video Streaming, Digital Public Records, Host Compliance/Licensing, and CRM/311/Service Request Management.•Serves as the primary liaison for executive‑level stakeholders across federal, state, K‑12 education, and public safety agencies, partnering with CIOs, CPIOs, CTOs, IT Directors, and Marketing/Communication leadership teams to drive strategic alignment and successful product adoption.•Drives resolution of complex escalations and leads cross functional project management for enterprise level product implementations and ongoing service challenges.•Leads revenue protection and growth initiatives, including cost recovery plans, contract renegotiations, churn mitigation strategies, and renewal extensions.
EDUCATION
Strayer University
Associate of Arts - AA, Business, Management, Marketing, and Related Support Services
ABOUT WILLIAM MERCY
Results-driven Customer Success professional with extensive experience managing enterprise accounts in government, public safety, and private sectors. Proven track record in customer retention, revenue recovery, and product adoption, with expertise in strategic business reviews, escalation management, and cross-functional collaboration. Adept at driving client engagement, identifying expansion opportunities, and leveraging data-driven insights to enhance customer satisfaction and ROI.
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