Experience Partner 2

Summary

Granicus provides cloud-based technology and digital services that help governments connect with their constituents and improve community outcomes. The Experience Partner 2 develops and manages strategic customer relationships, serves as a government customer experience adviser, supports pre-sales and post-sales activities, and drives customer success, retention, and revenue growth.

Responsibilities

• Pre-sales discovery and experience definition
• Project kickoff
• Bringing industry expertise and perspective
• Drive better outcomes through hands-on experience, services, data, and technical expertise
• Working understanding of Granicus solutions
• Alignment to and support of customer objectives
• Regular customer check-ins
• Ensure project operational compliance
• Relationship building with client stakeholders
• Owning their book of business, constituted by programs across an assigned set of mid-tier 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
• Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services as a client-facing executive of Granicus
• 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
• Empower and guide individual contributors in career-pathing through monitoring and evaluation of performance, alignment to corporate professional development program, and company growth
• Help train and elevate internal teams in consultative solutions development, sales, development, strategy, and implementation
• 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 as a public sector thought leader on customer experience, digital communications, data, and overall transformation
• 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

Skills

• Our Experience Partners have strong experience in customer-facing environments
• They are CX practitioners and delivery experts across the portfolio of Granicus services, technology, and data solutions
• Ideal candidates have 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
• 4-6 years' experience in consulting, customer success, or enterprise account management, including scoping, delivery, quality assurance, and growth of programs
• Ability to serve as a trusted adviser to government stakeholders
• Demonstrated commercial acumen and successful track record of customer or project management
• Passion for public service, citizen engagement, service transformation and communication
• Strong interpersonal skills for internal and external relationship building at multiple levels of the organization, including cross-departmental colleagues and customers
• Self-motivated, flexible problem solver, who can manage routine but can also adapt quickly and find alternative ways to get the work done
• Ability to manage multiple client relationships and competing priorities
• Commitment to diversity of thought and consideration of different ideas
• Preferably with an understanding of human-centered design best practices and approaches
• Experience collaborating with and managing expectations of government clients a plus

Qualifications

Must Haves

• Our Experience Partners have strong experience in customer-facing environments
• They are CX practitioners and delivery experts across the portfolio of Granicus services, technology, and data solutions
• Ideal candidates have 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
• 4-6 years' experience in consulting, customer success, or enterprise account management, including scoping, delivery, quality assurance, and growth of programs
• Ability to serve as a trusted adviser to government stakeholders
• Demonstrated commercial acumen and successful track record of customer or project management
• Passion for public service, citizen engagement, service transformation and communication
• Strong interpersonal skills for internal and external relationship building at multiple levels of the organization, including cross-departmental colleagues and customers
• Self-motivated, flexible problem solver, who can manage routine but can also adapt quickly and find alternative ways to get the work done
• Ability to manage multiple client relationships and competing priorities
• Commitment to diversity of thought and consideration of different ideas

Nice to Haves

• preferably with an understanding of human-centered design best practices and approaches
• experience collaborating with and managing expectations of government clients a plus

Benefits

• Location Type: Remote
• Flexible Time Off – Take the time you need to rest, recharge, and live your life.
• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
• Work From Home Reimbursement – Support a productive home office environment.
• Multiple Health Plan Options – Including a 100% employer-paid plan.
• Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
• Fitness Reimbursement Program – Stay active, your way.
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.
• Paid Parental Leave – For both birthing and non-birthing parents.
• Traditional & Roth 401(k) – With a generous company match.
• Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.
• 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
• Special guests from time to time to discuss issues that impact our employee population