Experience Partner

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

📋 Description

• Perform pre-sales discovery and define experiences.

• Assist in project initiation.

• Provide industry expertise and insights.

• Enhance outcomes through practical experience, services, data, and technical knowledge.

• Maintain a thorough understanding of Granicus solutions.

• Align with and support client objectives.

• Conduct regular check-ins with customers.

• Ensure compliance with project operations.

• Foster relationships with client stakeholders.

• Manage a portfolio of programs across a designated group of mid-tier clients.

• Act as the main point of contact for managed programs.

• Safeguard existing program revenues and work to prevent or lessen program and customer attrition.

• Increase revenue through direct upselling and cross-selling opportunities.

• Develop, nurture, and oversee strategic customer relationships.

• Serve as a subject matter expert in government customer experience (CX), public engagement, communications, consultation, or digital services.

• Create and present proposals and presentations tailored to customer and prospect needs.

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

• Empower and mentor individual contributors in career development through performance assessment and feedback.

• Assist in training and elevating internal teams in consultative solutions development, sales, strategy, and implementation.

• Align customer programs, agency, or mission goals to enhance CX results.

• Design and conduct strategic program reviews for executive stakeholders.

• Identify and cultivate customer engagement and recognition opportunities.

• Drive organic growth through existing business and relationships.

• Generate demand for Granicus services and solutions.

• Collaborate with leadership to develop new services based on customer insights and demands.

• Represent the voice of the customer to influence company solutions and processes.

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

⛳️ Requirements

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

• Preferably knowledgeable about human-centered design best practices and methodologies.

• Ability to act as a trusted adviser to government stakeholders.

• Experience in collaborating with and managing government client expectations is advantageous.

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

• Strong passion for public service, citizen engagement, service transformation, and communication.

• Excellent interpersonal skills for building internal and external relationships at various organizational levels.

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

• Ability to juggle multiple client relationships and competing priorities.

• Commitment to diversity of thought and consideration of various ideas.

• Responsible for safeguarding the confidentiality, integrity, and availability of company information assets.

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

• No specific degree requirement stated for this position.

🏝️ 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.

• Access to Online Learning Platforms.

• Competitive Salary & Bonuses.

• Employee Resource Groups.

• Coffee with Mark sessions.

• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.

• Special guest sessions on topics affecting employees.