Experience Partner

Summary

Join Granicus as an Experience Partner and play a pivotal role in shaping the customer experience for government agencies. You will be responsible for pre-sales alignment, project kickoff, and driving better outcomes through your expertise in Granicus solutions, services, and data. You will build strong executive relationships with customers, act as their primary point of contact for owned programs, and ensure project operational compliance. You will also be responsible for protecting existing program revenues, preventing customer churn, and growing revenues through upsells and cross-selling. You will work closely with customers to identify and align programs, agency, or mission objectives to improve CX outcomes, design and deliver strategic program reviews, and identify and develop customer engagement and recognition opportunities. You will also serve as the voice of the customer, bringing their needs and concerns back into the company to inform our solutions and processes. This role requires 2-3 years of experience in digital services, managing a portfolio of projects, including delivery, quality assurance, and growth of programs, preferably with an understanding of human-centered design best practices and approaches.

Requirements

• 2-3 years of experience in digital services, managing a portfolio of projects, including 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 professionals
• 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 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
• Ability to thrive in a lean, self-propelling, proactive environment
• Commitment to diversity of thought and consideration of different ideas
• 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

Responsibilities

• 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
• Develop, grow, and manage strategic customer relationships
• Create and deliver effective presentations and proposals to address the specific needs of a customer or prospect
• 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

Benefits

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand
• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey
• 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