Senior Experience Partner

Job Summary

At Granicus, we understand that public interest technology isn't a one-size-fits-all solution. That's why we developed the Government Experience Cloud - a purpose-built platform to enhance internal and external operations, community engagement, resident services, and trust in government. Acknowledging that technology alone isn't enough to drive change, our skilled experience design agency, efficient technology implementation practices, and robust data-driven insights catalyze meaningful change in communities worldwide. Our unwavering commitment to the power of people, process, and technology sets us apart, enabling us to deliver excellence consistently. Our Experience Partners have strong experience in customer-facing environments. They are CX practitioners and delivery experts across the portfolio of Granicus services, technology, and data solutions, responsible for developing and articulating comprehensive experience proposals. Ideal candidates have experience as a human-centered design practitioner, data-driven analyst, digital content creator, technology strategist, program manager, business development manager, account manager and/or customer relationship manager. Our Experience Partners are involved during pre-sales and lead post-sales activities. They will maintain the executive relationships with their customers and act as a main contact for the programs they own, ensuring tight alignment, offering proactive and prescriptive advice, and ultimately resulting in outstanding Customer Success. This may include the following:

• Pre-sales alignment and experience definition.
• Project kickoff.
• Bringing industry expertise and perspective.
• Drive better outcomes through extensive experience, services, data, and technical expertise.
• Deep understanding of Granicus solutions.
• Alignment to and support of customer objectives.
• Regular customer check-ins.
• Ensure project operational compliance.
• Executive Relationship building.
• Owning their book of business, constituted by programs across an assigned set of customers.
• Being customer's primary Point of Contact for owned programs.
• Protect existing program revenues and prevent/mitigate program and customer churn.
• Grow revenues through direct upsells within the programs and generating cross-selling leads.

What Your Impact Will Look Like

• Develop, grow, and manage strategic customer relationships.
• Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services as a client-facing executive of Granicus.
• Create and deliver effective presentations and proposals to address the specific needs of a customer or prospect.
• Support delivery team to manage scope, timeline, execution, and acceptance.
• Empower and guide individual contributors in career-pathing through monitoring and evaluation of performance, alignment to corporate professional development program, and company growth.
• Help train and elevate internal teams in consultative solutions development, sales, development, strategy, and implementation.
• Work with customers to identify and align programs, agency, or mission objectives to improve CX outcomes.
• Design & deliver strategic program reviews to infuse CX subject matter expertise and develop relationships with agency's executive stakeholders.
• Identify and develop customer engagement and recognition opportunities.
• Drive organic growth by leveraging our current book of business and relationships.
• Work with customer to create demand for Granicus services and solutions.
• Collaborate with Granicus leadership to shape development of new services based on customer demand and insight.
• Serve as the voice of the customer, bringing their needs and concerns back into the company to inform our solutions and processes.
• Represent Granicus in speaking roles, panel participation, and internal or external engagements as a public sector thought leader on customer experience, digital communications, data, and overall transformation.

You Will Love This Job If You Have

• 7-10 years' of experience in digital services, managing a portfolio of projects, including scoping, delivery, quality assurance, and growth of programs, preferably with an understanding of human-centered design best practices and approaches.
• Ability to serve as a trusted, strategic adviser to top government leaders; experience in collaborating with and managing expectations of senior government executives a plus.
• Demonstrated commercial acumen and successful track record of customer or project P&L management.
• Passion for public service, citizen engagement, service transformation and communication.
• Exceptional interpersonal skills for internal and external relationship building at all levels of the organization, including cross-departmental colleagues, C-suite and customers.
• Self-motivated, flexible problem solver, who can keep the trains running (managing the routine) but can also adapt quickly and find alternative ways to get the work done.
• Exceptional interpersonal skills for internal and external relationship-building.
• Solid commercial acumen and successful track record of customer or project P&L management.
• Ability to thrive in a lean, self-propelling, proactive environment.
• Commitment to diversity of thought and consideration of different ideas.
• Prior to the shutdown for the Covid-19 pandemic, CXS staff were expected to be available for on-site customer meetings. This included travel in some instances. As our customers' expectations and responses to the pandemic continue to evolve, CXS team members may once again be expected to be available for in-person customer meetings.
• Veteran Status Requirement: This position is open only to individuals who are U.S. military veterans. Applicants must be able to verify veteran status as part of the hiring process.

Pay Range

USD $112,000.00 - USD $163,000.00 /Yr.

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

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 - Employee Resource Groups to encourage diverse voices
• 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.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population

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.

The Benefits

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance-starting from day one.

Here's what you can expect as a U.S.-based team member:

Flexibility & Balance

• Flexible Time Off - Take the time you need to rest, recharge, and live your life.
  
• Company-Wide Wellbeing Days - Paid days off to unplug and focus on your mental health.
  
• Work From Home Reimbursement - Support a productive home office environment.

Health & Wellness

• Multiple Health Plan Options - Including a 100% employer-paid plan.
  
• Employer HSA Contributions - When enrolled in a High-Deductible Health Plan.
  
• Fitness Reimbursement Program - Stay active, your way.
  
• On-Demand Mental Health Support - Access to Headspace and other wellness tools.

Family & Future

• Paid Parental Leave - For both birthing and non-birthing parents.
  
• Traditional & Roth 401(k) - With a generous company match.
  
• Life & AD&D Insurance - 100% employer-paid coverage for peace of mind.

Growth & Recognition

• Online Learning Platforms - Fuel your professional development.
  
• Competitive Salary & Bonuses - Your contributions are valued and rewarded.