Job SummaryThe Manager, Experience Cloud Specialists is responsible for leading and developing a team of Experience Cloud Specialists, Senior Experience Cloud Specialists, and Experience Cloud Operations Specialists focused on helping State and Local government customers understand, adopt, and expand their use of the Granicus Government Experience Cloud (GXC). The core team motion centers on the customer-facing Experience Cloud Specialist role, with Experience Cloud Operations serving as an enabling function that supports the commercial and operational execution of complex opportunities.
This leader drives execution of Granicus' GXC growth strategy by establishing the priorities, operating rhythms, coaching, opportunity governance, and cross-functional alignment required to advance cloud migrations, legacy solution swaps, upgrades, AI-enabled capabilities, and broader GXC expansion opportunities. The Manager is accountable for team performance, capability development, pipeline visibility, customer outcomes, and the consistent execution of the Experience Cloud Specialist methodology.
Working closely with Sales, Customer Success, Solution Consulting, Experience Partners, Product, Renewals, Sales Operations, Contracts, Finance, and executive leadership, the Manager ensures the team connects customer priorities to meaningful platform strategies while coordinating the resources necessary to move opportunities from discovery through successful transition. The ideal candidate combines people leadership, government and SaaS experience, commercial judgment, operational discipline, executive presence, and the ability to influence across multiple functions.
What Your Impact Will Look Like- Essential Function
- Lead, coach, and develop a team of Experience Cloud Specialists, Senior Experience Cloud Specialists, and Experience Cloud Operations Specialists, with primary emphasis on the customer-facing Experience Cloud Specialist motion.
- Establish clear performance expectations, development plans, career pathways, and accountability measures aligned with customer, platform-adoption, and revenue objectives.
- Create a consistent operating cadence that includes team meetings, one-on-one coaching, opportunity reviews, forecast inspection, territory planning, and strategic account discussions.
- Coach team members on consultative discovery, executive engagement, platform positioning, commercial strategy, opportunity qualification, and cross-functional leadership.
- Build and maintain onboarding, enablement, and continuous-development programs that strengthen knowledge of Granicus solutions, government operations, the GXC strategy, and platform-growth plays.
- Own the Experience Cloud Specialist operating model and ensure team priorities and resource allocation align with Granicus GXC growth and customer-modernization objectives.
- Partner with Sales and Customer Success leadership to identify priority customer segments, legacy conversion targets, migration opportunities, and expansion plays.
- Ensure the team develops customer-specific platform strategies that connect government priorities with GXC capabilities, Experience Partner services, Data Insights, AI-enabled capabilities, and measurable outcomes.
- Establish opportunity qualification, prioritization, forecasting, documentation, and governance standards for platform migrations, legacy swaps, upgrades, renewals, and expansion opportunities.
- Maintain visibility into pipeline health, conversion activity, risks, blockers, competitive threats, resource needs, and next steps, and communicate those insights to organizational leadership.
- Provide leadership support for complex, high-value, or executive-level customer opportunities and serve as an escalation point when additional strategic alignment or cross-functional coordination is required.
- Ensure Platform Operations resources effectively support pricing analysis, quoting, contracts, renewals, commercial scenario development, Salesforce accuracy, and transaction execution.
- Build strong partnerships across Sales, Customer Success, Solution Consulting, Experience Partners, Product, Implementation, Renewals, Sales Operations, Contracts, Legal, Finance, and executive leadership.
- Clarify ownership, handoffs, decision rights, and escalation paths across teams involved in customer discovery, opportunity advancement, transaction execution, implementation, adoption, and outcomes.
- Define, document, and continuously improve Experience Cloud Specialist plays, discovery methodologies, customer engagement approaches, enablement materials, reporting, and repeatable best practices.
- Use data and qualitative feedback to identify performance trends, capability gaps, operational friction, customer needs, product gaps, competitive trends, and improvement opportunities.
- Implement scalable workflows, automation, and AI-assisted processes that improve research, account planning, customer preparation, documentation, pipeline management, and team productivity while maintaining appropriate human oversight.
- Represent the Experience Cloud Specialist organization in leadership meetings, executive customer engagements, strategic workshops, webinars, conferences, and internal enablement sessions.
- Foster a culture of customer focus, commercial accountability, collaboration, responsible AI use, continuous learning, and operational excellence.
- Operate with a high degree of judgment, discretion, and accountability while supporting high-visibility strategic initiatives and revenue objectives.
Knowledge/Skills/Abilities
- Strong people leadership and coaching capabilities with the ability to build, develop, and retain high-performing customer-facing teams.
- Deep understanding of consultative selling, customer success, solution discovery, platform adoption, strategic account management, and value-based customer engagement.
- Strong understanding of State and Local government operations, organizational structures, procurement environments, strategic priorities, and technology modernization initiatives.
- Ability to translate customer challenges and organizational priorities into platform strategies, business outcomes, and measurable value.
- Strong executive presence and ability to facilitate strategic conversations with senior government leaders and internal executives.
- Strong commercial acumen, including opportunity qualification, expansion strategy, pipeline management, forecasting, competitive positioning, recurring revenue, and revenue objectives.
- Ability to establish operating models, methodologies, standards, and governance that can be consistently adopted across a team.
- Demonstrated ability to lead cross-functional initiatives and coordinate resources without direct authority.
- Strong analytical and research capabilities with the ability to use customer, pipeline, performance, market, and operational data to guide decisions.
- Ability to identify systemic risks, organizational dependencies, resource constraints, and execution barriers and drive them to resolution.
- Excellent written, verbal, presentation, facilitation, and change-management skills.
- Strong organizational and time-management skills with the ability to manage multiple high-value customer initiatives and team priorities simultaneously.
- Working knowledge of SaaS contracting, renewals, pricing, quoting, product transitions, Salesforce, and recurring-revenue processes.
- Ability to lead AI-enabled workflow redesign, balance automation with human judgment, and connect AI adoption to team productivity and business outcomes.
• Commitment to continuous learning across government technology, artificial intelligence, SaaS, customer experience, and emerging public-sector
You Will Love This Job If You HaveExperience/Credentials:- Minimum of five years of experience at Granicus or equivalent relevant experience in government technology, SaaS, public-sector consulting, customer success, solution consulting, strategic sales, account management, or a related field.
- Minimum of two years of experience leading customer-facing teams or significant cross-functional programs.
- Demonstrated success leading customer-growth, platform-adoption, migration, modernization, renewal, upgrade, or expansion programs.
- Demonstrated experience coaching professionals in consultative discovery, executive engagement, platform strategy, and commercial opportunity management.
- Experience managing pipeline, forecasting, opportunity qualification, revenue objectives, or a portfolio of strategic customer opportunities.
- Demonstrated experience leading cross-functional initiatives involving Sales, Customer Success, Solution Consulting, Product, Operations, Finance, and executive stakeholders.
- Experience developing operating frameworks, playbooks, methodologies, governance, enablement programs, and scalable processes.
- Experience working directly with State and/or Local government customers strongly preferred.
- Strong knowledge of Granicus solutions, customers, Government Experience Cloud strategy, customer lifecycle, and internal operating processes strongly preferred.
- Experience with Salesforce and related business systems strongly preferred.
- Experience designing or scaling AI-enabled workflows, automation, and operational improvement initiatives preferred.
- Change management, value-selling, consultative-selling, customer-success, solution-consulting, or leadership training or certification is a plus.
Pay RangeUSD $104,000.00 - USD $135,000.00 /Yr.
