Manager – Experience Partner, Mid-Market

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

📋 Description

• Lead a small team of Experience Partners in operational tasks.

• Ensure daily activities are carried out efficiently and align with the overall objectives of the team.

• Provide coaching, assign responsibilities, and support the development and performance monitoring of the team.

• Guarantee the consistent implementation of customer success practices and consulting frameworks.

• Track customer satisfaction, retention, and portfolio growth metrics.

• Assist with client engagements and manage escalations.

• Work in collaboration with Sales, Product, and Implementation teams to enhance customer experience.

• Suggest and implement process improvements within operational guidelines.

• Contribute to departmental planning and represent the team in cross-functional meetings.

• Uphold Granicus information security and maintain the confidentiality of employee/customer data.

⛳️ Requirements

• Demonstrated leadership experience managing geographically dispersed teams and multi-tiered organizational structures.

• Extensive knowledge in enterprise SaaS delivery, digital transformation, and public sector consulting.

• Strong comprehension of regional market dynamics, government operations, and procurement processes.

• Skills in strategic planning, executive communication, and stakeholder management.

• Proven success in managing complex or high-profile public sector accounts.

• Excellent communication, task delegation, and problem-solving abilities.

• Proficient in CRM tools and analytics platforms.

• Capable of resolving conflicts, managing escalations, and influencing cross-functional teams.

• 5+ years of experience in customer success, consulting, or enterprise account management within a SaaS or technology environment.

• At least 2 years of leadership experience, ideally in managing customer-facing teams.

• Bachelor’s degree in Business, Communications, Public Administration, or a related field, or equivalent experience.

• Experience engaging with state or local government clients.

• Familiarity with digital transformation initiatives and enterprise SaaS delivery.

• Ability to operate a computer using Zoom or Teams and stay on camera throughout the workday.

• Responsible for information security, confidentiality, integrity, availability, and data privacy.

🏝️ Benefits

• Remote work / home office setup.

• Employee Resource Groups to promote diverse perspectives.

• Coffee with Mark sessions with the CEO.

• Microsoft Teams communities focusing on wellness, art, pets, family, parenting, and more.

• Special guest speakers addressing issues relevant to employees.

• A culture that fosters an inclusive and safe workplace environment.