Operations Specialist, Customer Services

Summary

Join Granicus's Customer Experience (CX) Services Operations team as an Operations Specialist. You will play a pivotal role in ensuring seamless execution of internal processes and customer-facing operations, optimizing workflows, analyzing performance metrics, and implementing best practices. This involves advising on operational best practices, identifying bottlenecks, developing SOPs, creating reports and dashboards, improving the CX Ops enablement curriculum, supporting special projects, facilitating discovery sessions, and authoring documentation. You will also serve as a link between CX teams and internal stakeholders. Success requires proven experience in a similar role, advanced CRM and project management software skills, strong analytical and communication abilities, and a passion for performance metrics. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

• Proven experience (5+ years) in a similar role, preferably in a SaaS or technology-driven environment
• Advanced use of CRM software (e.g. Salesforce) and project management platforms (e.g. Wrike) required
• Demonstrated ability to plan, manage and follow-through on complex, multi-phase internal projects like software platform migrations and/or cross-functional process improvements
• Complete comfort developing a project plan, tracking progress, holding team members accountable and effectively escalating for additional support when challenges arise
• Excellent analytical and problem-solving abilities with a focus on data-driven decision-making
• Exceptional communication skills, both verbal and written, can effectively interact with diverse stakeholders. Ability to succinctly summarize a complex problem and propose a comprehensive solution to various levels of leadership

Responsibilities

• Serve as a subject matter expert on the Granicus "lead to cash" process advising professional services team members on operational best practices, efficient internal workflows and systems usage
• Consistently engage with frontline teams and management at Granicus to propose innovative ideas, introduce new processes, and share insights derived from data analysis
• Proactively identify operational bottlenecks and challenges within Granicus's processes and workflows. Engage with CX leadership to conduct thorough analyses and evaluations, leveraging data-driven insights to inform the development and implementation of tailored standard operating procedures (SOPs) to optimize implementation workflows and enhance efficiency
• Use tools like Wrike, Microsoft Excel, Salesforce and/or PowerBI to prepare reports and dashboards summarizing key performance metrics. Help frontline managers glean insights on resource utilization, revenue forecasting, project schedule adherence and product line profitability
• Continuously improve the CX Ops enablement curriculum for professional services teams; work with our Learning & Development team to create, administer and refine modules spanning the proper methods for time-tracking, project workflow and customer feedback mechanisms. Build a catalog of modules that teach, test and measure operational knowledge
• Play a supporting role in special projects such as the integration of newly acquired SaaS companies into Granicus' internal systems and company culture. Create an exceptionally welcoming learning environment and provide top tier support to new team members while prioritizing adherence to Granicus operational best practices
• Facilitate internal discovery sessions to consistently understand the diverse methodologies utilized by Granicus CX teams in supporting customers
• Author and own documentation for existing operational processes and automated workflows within the CX Ops team
• Operationalize the day-to-day maintenance of new tools, solutions, and processes to optimize the CX Teams’ performance
• Serve as a pivotal link between Granicus Customer Experience teams and internal stakeholders such as Business Intelligence, Business Systems and Finance, ensuring seamless escalation of issues and facilitating swift resolution
• Actively participate in CX Ops team culture; develop strong relationships with your peers and lend a hand wherever needed. Share best practices, improve internal team function and encourage optimal performance across the department
• 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

• Experience supporting M&A activities in a SaaS environment strongly preferred
• Passion for developing and championing performance metrics and dashboards that enlighten and drive action; experience with data visualization tools like PowerBI or Tableau a plus

Benefits

Remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand