[Hiring] Manager - Experience Partner Mid-Market @Granicus LAC

Role Description

The Manager, Experience Partners (Mid-Market) leads a regional team of Experience Partners focused on delivering high-quality client outcomes and driving customer success. This role ensures efficient execution of service delivery practices, supports team development, and collaborates cross-functionally to improve customer retention and satisfaction. The Manager is responsible for translating strategic direction into actionable plans, optimizing team performance, and fostering a culture of accountability and continuous improvement.

What Your Impact Will Look Like

• Lead a small operational team of Experience Partners, ensuring daily tasks are completed efficiently and aligned with broader team objectives.
• Provide coaching, assign work, and support team development and performance tracking.
• Ensure consistent execution of customer success practices and consulting frameworks.
• Monitor team performance across key metrics including customer satisfaction, retention, and portfolio growth.
• Support client engagements and assist with escalations to ensure positive outcomes.
• Collaborate with Sales, Product, and Implementation teams to drive alignment and improve customer experience.
• Recommend and implement process improvements within defined operational guidelines.
• Contribute to departmental planning and represent the team in cross-functional meetings.

Qualifications

• Proven leadership in managing geographically distributed teams and multi-tiered organizational structures.
• Deep expertise in enterprise SaaS delivery, digital transformation, and public sector consulting.
• Strong understanding of regional market dynamics, government operations, and procurement environments.
• Exceptional strategic planning, executive communication, and stakeholder management skills.
• Demonstrated success managing complex or high-profile accounts, particularly in the public sector.
• Strong communication, task delegation, and problem-solving skills.
• Proficiency in CRM tools and analytics platforms.
• Ability to resolve conflicts, manage escalations, and influence cross-functional teams.

Requirements

• 5+ years of experience in customer success, consulting, or enterprise account management within a SaaS or technology environment.
• 2+ years of experience in people leadership, preferably managing customer-facing teams.
• Bachelor’s degree in Business, Communications, Public Administration, a related field, or relevant experience.
• Experience working with state or local government clients.
• Familiarity with digital transformation initiatives and enterprise SaaS delivery.

Benefits

• This role is typically performed on a computer using Zoom or Teams.
• The individual will be on camera throughout the day engaging with other employees and clients.
• The role is typically performed indoors within a home office environment.
• This role is typically performed while sitting or standing at a desk.

Security Requirement

• 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.

EEO Statement

• We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.

About Us

• Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams.
• We do not have degree requirements for most of our roles.
• If you don’t meet every requirement above but are excited to learn more, we encourage you to apply.
• We might just be able to find another role that could be a perfect fit!

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 part of our journey.
• A few culture highlights include – 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.