[Hiring] CX Enablement Program Manager @Granicus LAC

Role Description

The CX Enablement Program Manager is responsible for designing, building, and delivering enablement programs that strengthen the capabilities of Granicus’ post-sales teams—focusing on Customer Success Consultants and Experience Partners. This role equips customer teams with the skills, frameworks, tools, and knowledge needed to drive measurable customer outcomes, accelerate time-to-value, and enhance the government customer journey.

This is a high-impact, cross-functional role that partners closely with go-to-market revenue teams to develop programs that elevate CX execution, operational excellence, and customer advisory capabilities.

What Your Impact Will Look Like

• Stay knowledgeable on government buying, competitive landscapes, and emerging digital government needs.
• Curate and maintain a library of enablement assets—guides, workflows, process documents, certifications, and job aids.
• Translate complex product information into clear, digestible resources for frontline teams to drive deeper knowledge of what we sell and why it matters.
• Partner with product teams to ensure post-sales teams understand new releases, roadmap shifts, and technical capabilities.
• Partner with leadership and use data analysis to identify skill gaps, streamline processes, ensure consistent customer experience, and drive expansion and growth.
• Collaborate with Implementation, Support, and Product to ensure training reflects operational needs and evolving customer challenges.
• Track enablement effectiveness through assessments, certifications, quality audits, CSAT trends, program metrics, and Experience Partner impact stories.
• Facilitate live training workshops, virtual sessions, and small-group coaching.
• Serve as a trusted advisor to post-sales leadership on enablement strategy and talent readiness.
• Engage in structured call listening and call coaching programs, one-to-one coaching, and training to support initiatives, as applicable.
• Build structured, competency-based enablement pathways for CSCs and Experience Partners, aligned to customer lifecycle stages and outcome delivery.
• Develop a standardized playbook for Customer Success Consultants and a toolkit for Experience Partners to address common government customer challenges.

Qualifications

• Marketing, or a related field OR equivalent experience.
• 2-5 years of experience in enablement, CX program management, customer success, consulting, training, or related fields.
• Proven ability to design and deliver high-quality enablement programs, ideally within SaaS or GovTech environments.
• Strong understanding of post-sales motions (support, onboarding, customer success, customer outcomes, advisory services).
• Exceptional communication and facilitation skills, with comfort delivering to both small teams and large groups.
• Experience creating structured learning materials, playbooks, and scalable training assets.
• Ability to analyze data, identify trends, and translate insights into actionable program improvements.
• Highly collaborative mindset with the ability to work across cross-functional revenue impacting teams.
• Strong program design approach with emphasis on change & project management.

Security and Privacy Requirements

• 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.

The Team

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

The Culture

At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.

• 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.
• We bring in special guests from time to time to discuss issues that impact our employee population.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world.