Senior Experience Partner
Granicus
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 agencyβs 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 β 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