[Hiring] Experience Partner @Granicus

Role Description

At Granicus, we understand that public interest technology isn't a one-size-fits-all solution. That's why we developed the Government Experience Cloud — a purpose-built platform to enhance internal and external operations, community engagement, resident services, and trust in government. Our Experience Partners have strong experience in customer-facing environments and are responsible for developing and articulating comprehensive experience proposals. They will maintain strong customer relationships and act as a main point of contact for the programs they own, ensuring tight alignment, offering proactive and prescriptive advice, and ultimately resulting in outstanding Customer Success. This may include the following:

• 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.

Qualifications

• 4-6 years' experience in consulting, customer success, or enterprise account management.
• Understanding of human-centered design best practices and approaches.
• 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.
• Self-motivated, flexible problem solver.
• Ability to manage multiple client relationships and competing priorities.
• Commitment to diversity of thought and consideration of different ideas.

Requirements

• Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services.
• 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.
• Help train and elevate internal teams in consultative solutions development.
• 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.
• Identify and develop customer engagement and recognition opportunities.
• Drive organic growth by leveraging our current book of business and relationships.
• 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.
• Represent Granicus in speaking roles, panel participation, and internal or external engagements.

Benefits

• 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.