Implementation Services Manager

Summary

Join Granicus as an Implementation Manager and lead a team of consultants and specialists in delivering complex technical projects for large government organizations. Oversee project execution, quality assurance, and client success, acting as a trusted advisor and coach. You will ensure the team maximizes client use of Granicus products and services, while advocating for best practices and fostering a high-performance culture. This role requires experience managing teams, implementing complex technical projects, and working with large government organizations. The position is remote-first and located in Costa Rica.

Requirements

• 1-2 Years experience managing a team
• Experience implementing and managing complex technical projects with large government organizations
• Passion for public sector success
• Client focus – ability to understand what drives customer needs and align to business objectives
• Experience as a key contributor and leader on virtual teams delivering at high volume, high prominence projects in a fast-paced virtual environment
• World-class problem-solving skills with proven de-escalation skills
• Excellent communication skills in all formats with high velocity
• Successful management of a delivery team in both project execution and culture

Responsibilities

• Oversee Implementation projects – including execution, delivery, quality assurance, reporting and contract compliance
• Provide expertise as a trusted advisor and coach to individual contributors, team-adjacent resources, clients and partners
• Act as a client feedback conduit to the Implementation Services leadership while maintaining a positive and proactive approach to executing client initiatives, anticipating client needs and guiding decisions based on data and best practices
• Oversee resource assignments to enable successful implementation of Granicus products within the scope of contractual commitments
• Advocate and evangelize “best practice” approach to initial account set ups, and long- standing clients alike to ensure long term success and value for all clients
• Review and discuss active implementations to ensure resources meet client specific missions and solve core challenges around effective, efficient and engaging communications
• Collaborate with the Customer Support, Customer Success, Sales, Solutions Consulting and Product Management teams to represent client voice and move team initiatives forward
• Create a culture that secures high client satisfaction, growth and reference-ability
• Provide key performance metrics to leadership team, highlighting important trends, events and opportunities
• Assist with complex customer escalations to ensure Granicus and the customer understand their roles and responsibilities in resolving any issues
• 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

Preferred Qualifications

Reside in Costa Rica

Benefits

Remote-first company with a globally distributed workforce