Experience Partner 2

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.

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.

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.

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!