Manager, Experience Cloud Specialists

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

📋 Description

• Oversee, mentor, and cultivate the skills of Experience Cloud Specialists, Senior Experience Cloud Specialists, and Experience Cloud Operations Specialists.

• Set performance expectations, create development plans, outline career pathways, and establish accountability measures.

• Develop operational routines that include team meetings, one-on-one coaching sessions, opportunity reviews, forecast assessments, territory planning, and strategic account discussions.

• Guide team members in consultative discovery, executive engagement, platform positioning, commercial strategies, opportunity qualification, and cross-functional leadership.

• Design onboarding, enablement, and ongoing development programs.

• Take ownership of the Experience Cloud Specialist operating model, aligning priorities and resource allocation with GXC growth and customer modernization goals.

• Collaborate with Sales and Customer Success leadership on customer segments, legacy conversion targets, migration opportunities, and expansion strategies.

• Ensure that customer-specific platform strategies align government priorities with GXC capabilities, Experience Partner services, Data Insights, AI-enabled features, and measurable outcomes.

• Establish standards for qualification, prioritization, forecasting, documentation, and governance related to migrations, legacy swaps, upgrades, renewals, and expansion opportunities.

• Maintain oversight of pipeline health, conversion activities, risks, obstacles, competitive threats, resource requirements, and forthcoming steps.

• Provide support for complex, high-value, and executive-level customer opportunities, acting as an escalation point.

• Ensure that Platform Operations assist with pricing analysis, quoting, contracts, renewals, commercial scenario development, Salesforce accuracy, and transaction execution.

• Build collaborative relationships across Sales, Customer Success, Solution Consulting, Experience Partners, Product, Implementation, Renewals, Sales Operations, Contracts, Legal, Finance, and executive leadership.

• Clarify ownership, handoffs, decision-making rights, and escalation pathways among customer lifecycle teams.

• Define and enhance specialist plays, discovery methodologies, customer engagement strategies, enablement materials, reporting, and best practices.

• Leverage data and feedback to identify trends, capability gaps, operational friction, customer needs, product deficiencies, competitive trends, and opportunities for improvement.

• Implement scalable workflows, automation, and AI-assisted processes.

• Represent the organization in leadership meetings, executive customer engagements, workshops, webinars, conferences, and enablement sessions.

• Promote a customer-centric approach, commercial accountability, collaboration, responsible AI usage, continuous learning, and operational excellence.

⛳️ Requirements

• A minimum of 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 initiatives.

• Proven success in driving customer growth, platform adoption, migration, modernization, renewal, upgrade, or expansion programs.

• Demonstrated experience in coaching professionals on consultative discovery, executive engagement, platform strategy, and commercial opportunity management.

• Experience managing pipeline, forecasting, opportunity qualification, revenue goals, or a portfolio of strategic customer opportunities.

• Proven track record in leading cross-functional initiatives involving Sales, Customer Success, Solution Consulting, Product, Operations, Finance, and executive stakeholders.

• Experience in developing operating frameworks, playbooks, methodologies, governance, enablement programs, and scalable processes.

• Strong capabilities in people leadership and coaching.

• In-depth understanding of consultative selling, customer success, solution discovery, platform adoption, strategic account management, and value-based customer engagement.

• Strong knowledge of State and Local government operations, organizational structures, procurement environments, strategic priorities, and technology modernization initiatives.

• Strong executive presence with the ability to facilitate strategic discussions with senior government leaders and internal executives.

• Strong commercial acumen, including opportunity qualification, expansion strategy, pipeline management, forecasting, competitive positioning, recurring revenue, and financial objectives.

• Strong analytical and research skills.

• Excellent written, verbal, presentation, facilitation, and change management abilities.

• Strong organizational and time management skills.

• Working knowledge of SaaS contracting, renewals, pricing, quoting, product transitions, Salesforce, and recurring revenue processes.

• Ability to lead AI-enabled workflow redesign and automation initiatives.

• Direct experience working with State and/or Local government customers is strongly preferred.

• Extensive knowledge of Granicus solutions, customers, Government Experience Cloud strategy, customer lifecycle, and internal operating processes is strongly preferred.

• Familiarity with Salesforce and related business systems is strongly preferred.

• Experience in designing or scaling AI-enabled workflows, automation, and operational improvement initiatives is preferred.

• Certifications or training in change management, value-selling, consultative selling, customer success, solution consulting, or leadership is a plus.

• No degree is required for this role.

🏝️ 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 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.

• Remote-first work environment.