Experience Partner 2

Granicus•Remote,

2d•$67,000 - $72,300•Remote

About The Position

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 unwavering commitment to the power of people, process, and technology sets us apart, enabling us to deliver excellence consistently. 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. 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.

Requirements

4-6 years' experience in consulting, customer success, or enterprise account management, including scoping, delivery, quality assurance, and growth of programs, preferably with an 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 a plus.
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 at multiple levels of the organization, including cross-departmental colleagues and customers.
Self-motivated, flexible problem solver, who can manage routine but can also adapt quickly and find alternative ways to get the work done.
Ability to manage multiple client relationships and competing priorities.
Commitment to diversity of thought and consideration of different ideas.
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.

Responsibilities

Develop, grow, and manage strategic customer relationships.
Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services as a client-facing executive of Granicus.
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 through monitoring and evaluation of performance, alignment to corporate professional development program, and company growth.
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 and develop relationships with agency’s executive stakeholders.
Identify and develop customer engagement and recognition opportunities.
Drive organic growth by leveraging our current book of business and relationships.
Work with customer 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 to inform our solutions and processes.
Represent Granicus in speaking roles, panel participation, and internal or external engagements as a public sector thought leader on customer experience, digital communications, data, and overall transformation.