[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. Acknowledging that technology alone isn't enough to drive change, our skilled experience design agency, efficient technology implementation practices, and robust data-driven insights catalyze meaningful change in communities worldwide.

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, responsible for developing and articulating comprehensive experience proposals. 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. Our Experience Partners are involved during pre-sales and support post-sales activities.

• Maintain strong customer relationships and act as a main point of contact for the programs they own.
• Ensure tight alignment, offering proactive and prescriptive advice, resulting in outstanding Customer Success.
• Pre-sales discovery and experience definition.
• Project kickoff.
• Bring 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.
• Own their book of business, constituted by programs across an assigned set of mid-tier customers.
• Be 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.
• Experience collaborating with and managing expectations of government clients.
• 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, 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.
• Identify and develop customer engagement and recognition opportunities.
• Drive organic growth by leveraging our current book of business and relationships.
• Work with customers 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.
• 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.