Experience Partner

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

📋 Description

• Develop, nurture, and oversee strategic relationships with customers.

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

• Craft and present proposals and presentations that address the needs of customers and prospects.

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

• Empower and mentor individual contributors in their career development through performance monitoring and evaluation.

• Align performance with the corporate professional development program and support company growth.

• Educate and elevate internal teams in consultative solutions development, sales, strategy, and implementation.

• Identify and align customer programs, agency goals, and mission objectives to enhance CX outcomes.

• Design and conduct strategic program reviews for executive stakeholders.

• Identify and create opportunities for customer engagement and recognition.

• Drive organic growth through existing business and customer relationships.

• Generate demand for Granicus services and solutions among customers.

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

• Act as the voice of the customer to inform Granicus solutions and processes.

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

• Participate in pre-sales discovery and experience definition processes.

• Support project kickoffs by providing industry expertise and perspective.

• Offer hands-on experience, services, data, and technical expertise to achieve desired outcomes.

• Maintain customer relationships and serve as the primary point of contact for managed programs.

• Conduct regular check-ins with customers to ensure operational compliance of projects.

• Manage a portfolio of business across assigned mid-tier customers.

• Safeguard existing program revenue and work to prevent or reduce churn.

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

⛳️ Requirements

• 4–6 years of experience in consulting, customer success, or enterprise account management.

• Experience in scoping, delivering, ensuring quality, and growing programs.

• Preferably possess an understanding of human-centered design best practices and methodologies.

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

• Experience in collaborating with and managing expectations of government clients is an advantage.

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

• A strong passion for public service, citizen engagement, service transformation, and effective communication.

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

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

• Ability to manage multiple client relationships and competing priorities effectively.

• Commitment to diverse perspectives and consideration of varied ideas.

• Capability to maintain the Confidentiality, Integrity, and Availability of Granicus information assets.

• Ability to ensure data privacy and complete necessary privacy training in line with company policies.

• No degree is required 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

• Fitness Reimbursement Program

• On-Demand Mental Health Support, including access to Headspace and other wellness tools

• Paid Parental Leave for both birthing and non-birthing parents

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

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

• Access to Online Learning Platforms

• Competitive Salary & Bonuses

• Employee Resource Groups

• Coffee with Mark sessions

• Microsoft Teams communities focused on wellness, art, pets, family, and parenting

• Special guest discussions on topics affecting employees