Manager, Experience Cloud Specialists

Granicus•Remote,

2d•$104,000 - $135,000•Remote

About The Position

The Manager, Experience Cloud Specialists leads and develops a team of Experience Cloud Specialists, Senior Experience Cloud Specialists, and Experience Cloud Operations Specialists. The team helps State and Local government customers understand, adopt, and expand their use of Granicus Government Experience Cloud (GXC), with the primary focus on customer-facing specialist work and an operations function supporting complex commercial and operational execution. The role drives Granicus’ GXC growth strategy by setting priorities, operating rhythms, coaching practices, opportunity governance, and cross-functional alignment. It is accountable for team performance and development, pipeline visibility, customer outcomes, and consistent execution of the Experience Cloud Specialist methodology. The Manager works with Sales, Customer Success, Solution Consulting, Experience Partners, Product, Renewals, Sales Operations, Contracts, Finance, and executive leadership to connect customer priorities to platform strategies and coordinate opportunities from discovery through transition. The position also owns the team operating model, establishes repeatable processes and enablement, supports strategic customer opportunities, and identifies improvements using customer, pipeline, performance, market, and operational data. It promotes responsible AI use and scalable workflows while maintaining appropriate human oversight. The role is responsible for preserving the confidentiality, integrity, and availability of Granicus information assets and protecting employee and customer data in accordance with company policies.

Requirements

At least five years of experience at Granicus or equivalent relevant experience in government technology, SaaS, public-sector consulting, customer success, solution consulting, strategic sales, account management, or a related field.
At least two years of experience leading customer-facing teams or significant cross-functional programs.
Strong people leadership and coaching capabilities, including the ability to build, develop, and retain high-performing customer-facing teams.
Deep understanding of consultative selling, customer success, solution discovery, platform adoption, strategic account management, and value-based customer engagement.
Strong understanding of State and Local government operations, organizational structures, procurement environments, strategic priorities, and technology modernization initiatives.
Ability to translate customer challenges and organizational priorities into platform strategies, business outcomes, and measurable value.
Executive presence and ability to facilitate strategic conversations with senior government leaders and internal executives.
Commercial acumen in opportunity qualification, expansion strategy, pipeline management, forecasting, competitive positioning, recurring revenue, and revenue objectives.
Ability to establish operating models, methodologies, standards, and governance that a team can consistently adopt.
Demonstrated ability to lead cross-functional initiatives and coordinate resources without direct authority.
Strong analytical and research capabilities and ability to use customer, pipeline, performance, market, and operational data to guide decisions.
Ability to identify systemic risks, organizational dependencies, resource constraints, and execution barriers and drive them toward resolution.
Excellent written, verbal, presentation, facilitation, and change-management skills.
Strong organizational and time-management skills, including managing multiple high-value customer initiatives and team priorities simultaneously.
Working knowledge of SaaS contracting, renewals, pricing, quoting, product transitions, Salesforce, and recurring-revenue processes.
Ability to lead AI-enabled workflow redesign, balance automation with human judgment, and connect AI adoption to productivity and business outcomes.
Commitment to continuous learning across government technology, artificial intelligence, SaaS, customer experience, and emerging public-sector topics.
Demonstrated success leading customer-growth, platform-adoption, migration, modernization, renewal, upgrade, or expansion programs.
Demonstrated experience coaching professionals in consultative discovery, executive engagement, platform strategy, and commercial opportunity management.
Experience managing pipeline, forecasting, opportunity qualification, revenue objectives, or a portfolio of strategic customer opportunities.
Demonstrated experience leading cross-functional initiatives involving Sales, Customer Success, Solution Consulting, Product, Operations, Finance, and executive stakeholders.
Experience developing operating frameworks, playbooks, methodologies, governance, enablement programs, and scalable processes.

Nice To Haves

Experience working directly with State and/or Local government customers.
Strong knowledge of Granicus solutions, customers, Government Experience Cloud strategy, customer lifecycle, and internal operating processes.
Experience with Salesforce and related business systems.
Experience designing or scaling AI-enabled workflows, automation, and operational improvement initiatives.
Change-management, value-selling, consultative-selling, customer-success, solution-consulting, or leadership training or certification.

Responsibilities

Lead, coach, and develop Experience Cloud Specialists, Senior Experience Cloud Specialists, and Experience Cloud Operations Specialists, with emphasis on the customer-facing specialist motion.
Set performance expectations, development plans, career pathways, and accountability measures aligned with customer, platform-adoption, and revenue objectives.
Establish team operating rhythms, including team meetings, one-on-one coaching, opportunity reviews, forecast inspection, territory planning, and strategic account discussions.
Coach team members on consultative discovery, executive engagement, platform positioning, commercial strategy, opportunity qualification, and cross-functional leadership.
Build onboarding, enablement, and continuous-development programs covering Granicus solutions, government operations, GXC strategy, and platform-growth plays.
Own the Experience Cloud Specialist operating model and align team priorities and resources with GXC growth and customer-modernization objectives.
Partner with Sales and Customer Success leadership to identify priority customer segments, legacy conversion targets, migration opportunities, and expansion plays.
Ensure customer-specific platform strategies connect government priorities with GXC capabilities, Experience Partner services, Data Insights, AI-enabled capabilities, and measurable outcomes.
Establish qualification, prioritization, forecasting, documentation, and governance standards for migrations, legacy swaps, upgrades, renewals, and expansion opportunities.
Monitor pipeline health, conversion activity, risks, blockers, competitive threats, resource needs, and next steps, and communicate insights to organizational leadership.
Support complex, high-value, or executive-level customer opportunities and act as an escalation point when strategic alignment or cross-functional coordination is needed.
Ensure Platform Operations resources support pricing analysis, quoting, contracts, renewals, commercial scenario development, Salesforce accuracy, and transaction execution.
Build partnerships across Sales, Customer Success, Solution Consulting, Experience Partners, Product, Implementation, Renewals, Sales Operations, Contracts, Legal, Finance, and executive leadership.
Clarify ownership, handoffs, decision rights, and escalation paths across customer discovery, opportunity advancement, transaction execution, implementation, adoption, and outcomes.
Define, document, and improve specialist plays, discovery methodologies, customer engagement approaches, enablement materials, reporting, and repeatable practices.
Use data and qualitative feedback to identify performance trends, capability gaps, operational friction, customer and product needs, competitive trends, and improvement opportunities.
Implement scalable workflows, automation, and AI-assisted processes for research, account planning, customer preparation, documentation, pipeline management, and productivity, with appropriate human oversight.
Represent the Experience Cloud Specialist organization in leadership meetings, executive customer engagements, strategic workshops, webinars, conferences, and internal enablement sessions.
Foster customer focus, commercial accountability, collaboration, responsible AI use, continuous learning, and operational excellence.
Exercise judgment, discretion, and accountability while supporting high-visibility initiatives and revenue objectives.
Preserve the confidentiality, integrity, and availability of Granicus information assets and complete required privacy training in accordance with company policies.

Benefits

Flexible Time Off
Company-wide paid Wellbeing Days
Work From Home Reimbursement
Multiple health plan options, including a 100% employer-paid plan
Employer HSA contributions for employees enrolled in a High-Deductible Health Plan
Fitness Reimbursement Program
On-demand mental health support, including Headspace and other wellness tools
Paid parental leave for birthing and non-birthing parents
Traditional and Roth 401(k) with a company match
100% employer-paid Life and AD&D Insurance
Online learning platforms
Competitive salary and bonuses