[Hiring] Experience Partner @Granicus

Role Description

The Experience Partner 2 is a mid-level role responsible for managing a portfolio of mid-tier clients across the full customer lifecycle. This includes participating in pre-sales discovery, leading implementation coordination, and ensuring long-term client success through strategic engagement, program reviews, and growth planning. This role requires a balance of consultative client management, cross-functional collaboration, and a proactive approach to identifying opportunities for improvement and expansion.

• Manage a portfolio of up to 30 mid-tier clients with moderately high complexity and $1.5M - $3M ARR.
• Participate in pre-sales discovery sessions and contribute to solution design and proposal development.
• Lead implementation planning and onboarding coordination, ensuring alignment with client goals.
• Conduct semi-customized program reviews and provide strategic recommendations.
• Identify upsell and cross-sell opportunities and collaborate with sales and product teams.
• Serve as the primary point of contact throughout the client lifecycle.
• Maintain accurate records of client interactions, milestones, and engagement metrics.
• Collaborate with internal teams to ensure timely delivery and client satisfaction.

Qualifications

• Understanding of customer success principles and SaaS business models.
• Familiarity with digital transformation in the public sector.
• Knowledge of project management and implementation best practices.
• Strong analytical and communication skills.
• Proficiency in CRM tools (e.g., Salesforce), Microsoft Office, and collaboration platforms.
• Ability to manage multiple client relationships and competing priorities.
• Ability to work independently and proactively solve problems.
• Ability to build trust and credibility with clients and internal stakeholders.
• Ability to translate client needs into actionable strategies and solutions.

Requirements

• Bachelor’s degree in Business, Public Administration, Communications, or related field.
• 4 – 6 years of experience in consulting, customer success, or enterprise account management.
• Experience with SaaS platforms and digital tools preferred.

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.