Experience Partner

Summary

Join Granicus as an Experience Partner and play a pivotal role in shaping the customer experience. You will be responsible for pre-sales alignment, project kickoff, and leveraging your expertise to drive better outcomes for our clients. This involves building executive relationships, managing a portfolio of programs, and ensuring project compliance. You will also focus on revenue growth through upselling and cross-selling, while actively developing and managing strategic customer relationships. The role requires strong communication and presentation skills, along with the ability to work collaboratively with internal and external stakeholders. You will serve as the voice of the customer, providing valuable insights to inform our solutions and processes.

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