Senior Experience Partner

Granicus Logo

Granicus

πŸ“Remote - Puerto Rico

Summary

Join Granicus as an Experience Partner and play a pivotal role in shaping the future of GovTech. You will be responsible for pre-sales alignment, project kickoff, and fostering strong customer relationships. Leverage your expertise in digital services and human-centered design to drive better outcomes for government agencies. This role demands strong communication, project management, and strategic thinking skills. You will own a book of business, manage program revenue, and contribute to the growth of Granicus's services. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

  • 5 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 professionals
  • Solid 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

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
  • Support delivery team to manage scope, timeline, execution, and acceptance
  • 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
  • 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 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

Benefits

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

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