Experience Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate, enhance, and oversee key customer relationships strategically.

• Act as a subject matter expert in government customer experience, public engagement, communications, consultation, or digital services.

• Develop and present proposals and presentations that cater to customer or prospect requirements.

• Assist delivery teams in managing project scope, timelines, execution, and acceptance criteria.

• Mentor and support individual contributors in their career development through performance assessment and guidance.

• Educate and uplift internal teams on consultative solutions development, sales strategies, and implementation processes.

• Align program, agency, or mission goals with customer objectives to enhance customer experience outcomes.

• Create and conduct strategic program reviews while fostering relationships with executive stakeholders.

• Recognize and cultivate opportunities for customer engagement and appreciation.

• Promote organic growth within the existing portfolio of business and relationships.

• Generate interest in Granicus services and solutions.

• Collaborate with leadership to develop new services driven by customer insights and demand.

• Represent the voice of the customer to guide solution development and organizational processes.

• Represent Granicus in speaking engagements, panels, and both internal and external events as a thought leader in the public sector.

• Engage in pre-sales discovery, experience definition, project initiation, regular customer check-ins, operational compliance, and lead generation for upsells and cross-selling opportunities.

• Manage a book of business across designated mid-tier customers and serve as the primary contact for the programs you oversee.

• Safeguard existing revenues and work to prevent or mitigate customer churn.

⛳️ Requirements

• 4-6 years of experience in consulting, customer success, or enterprise account management, including scoping, delivery, quality assurance, and program growth.

• A solid understanding of human-centered design best practices and methodologies is preferred.

• Ability to act as a trusted advisor to government stakeholders; experience in managing and collaborating with government clients is an advantage.

• Proven commercial acumen with a successful history in customer or project management.

• A strong commitment to public service, citizen engagement, service transformation, and effective communication.

• Excellent interpersonal skills for building relationships internally and externally at various organizational levels.

• Self-driven and adaptable problem solver capable of managing routine tasks while adjusting quickly to changes.

• Ability to handle multiple client relationships and prioritize competing demands effectively.

• Dedication to diversity of thought and the consideration of varying perspectives.

• Responsible for maintaining the confidentiality, integrity, and availability of Granicus information assets.

• Accountable for ensuring data privacy and completing required privacy training.

• Most roles do not have specific degree requirements.

🏝️ Benefits

• Flexible Time Off

• Company-Wide Wellbeing Days

• Work From Home Reimbursement

• Multiple Health Plan Options, including a 100% employer-paid plan

• Employer HSA Contributions when 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 both birthing and non-birthing parents

• Traditional & Roth 401(k) with a generous company match

• Life & AD&D Insurance with 100% employer-paid coverage

• Online Learning Platforms

• Competitive Salary & Bonuses

• Remote-first work environment