Experience Director
Job Summary
Job Description
Granicus seeks an experienced Experience Director to manage strategic customer relationships and lead CX initiatives in the GovTech industry. Must have 7+ years in digital services, program management, human-centered design, and strategic advising to government leaders.
Must have:
- Digital Services
- Program Management
- Human-Centered Design
- Government Leaders
Good to have:
- Customer P&L
- Public Service
- Transformation
- Communications
Perks:
- Flexible Time Off
- Medical Insurance
1 skill required
Job Details
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
At Granicus, we understand that public interest technology isn't a one-size-fits-all solution. That's why we developed the Government Experience Cloud — a purpose-built platform to enhance internal and external operations, community engagement, resident services, and trust in government. Acknowledging that technology alone isn't enough to drive change, our skilled experience design agency, efficient technology implementation practices, and robust data-driven insights catalyze meaningful change in communities worldwide. Our unwavering commitment to the power of people, process, and technology sets us apart, enabling us to deliver excellence consistently.
Our Experience Partners have strong experience in customer-facing environments. They are CX practitioners and delivery experts across the portfolio of Granicus services, technology, and data solutions, responsible for developing and articulating comprehensive experience proposals. Ideal candidates have experience as a human-centered design practitioner, data-driven analyst, digital content creator, technology strategist, program manager, business development manager, account manager and/or customer relationship manager.
Our Experience Partners are involved during pre-sales and lead post-sales activities. They will maintain the executive relationships with their customers and act as a main contact for the programs they own, ensuring tight alignment, offering proactive and prescriptive advice, and ultimately resulting in outstanding Customer Success. This may include the following:
· Pre-sales alignment and experience definition.
· Project kickoff.
· Bringing industry expertise and perspective.
· Drive better outcomes through extensive experience, services, data, and technical expertise.
· Deep understanding of Granicus solutions.
· Alignment to and support of customer objectives.
· Regular customer check-ins.
· Ensure project operational compliance.
· Executive Relationship building.
· Owning their book of business, constituted by programs across an assigned set of customers.
· Being customer's primary Point of Contact for owned programs.
· Protect existing program revenues and prevent/mitigate program and customer churn.
· Grow revenues through direct upsells within the programs and generating cross-selling leads.
Responsibilities:
- Develop, grow, and manage strategic customer relationships.
- Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services as a client-facing executive of Granicus.
- Create and deliver effective presentations and proposals to address the specific needs of a customer or prospect.
- Support delivery team to manage scope, timeline, execution, and acceptance.
- Empower and guide individual contributors in career-pathing through monitoring and evaluation of performance, alignment to corporate professional development program, and company growth.
- Help train and elevate internal teams in consultative solutions development, sales, development, strategy, and implementation.
- Work with customers to identify and align programs, agency, or mission objectives to improve CX outcomes.
- Design & deliver strategic program reviews to infuse CX subject matter expertise and develop relationships with agency’s executive stakeholders.
- Identify and develop customer engagement and recognition opportunities.
- Drive organic growth by leveraging our current book of business and relationships.
- Work with customer to create demand for Granicus services and solutions.
- Collaborate with Granicus leadership to shape development of new services based on customer demand and insight.
- Serve as the voice of the customer, bringing their needs and concerns back into the company to inform our solutions and processes.
- Represent Granicus in speaking roles, panel participation, and internal or external engagements as a public sector thought leader on customer experience, digital communications, data, and overall transformation.
Qualifications:
- 7-10 years’ of experience in digital services, managing a portfolio of projects, including scoping, delivery, quality assurance, and growth of programs, preferably with an understanding of human-centered design best practices and approaches.
- Ability to serve as a trusted, strategic adviser to top government leaders; experience in collaborating with and managing expectations of senior government executives a plus.
- Demonstrated commercial acumen and successful track record of customer or project P&L management.
- Passion for public service, citizen engagement, service transformation and communication.
- Exceptional interpersonal skills for internal and external relationship building at all levels of the organization, including cross-departmental colleagues, C-suite and customers.
- Self-motivated, flexible problem solver, who can keep the trains running (managing the routine) but can also adapt quickly and find alternative ways to get the work done.
- Exceptional interpersonal skills for internal and external relationship-building.
- Solid commercial acumen and successful track record of customer or project P&L management.
- Ability to thrive in a lean, self-propelling, proactive environment.
- Commitment to diversity of thought and consideration of different ideas.
- Prior to the shutdown for the Covid-19 pandemic, CXS staff were expected to be available for on-site customer meetings. This included travel in some instances. As our customers' expectations and responses to the pandemic continue to evolve, CXS team members may once again be expected to be available for in-person customer meetings.
Potential base salary. Does not include bonus OR commission and benefits.
COMPENSATION RANGE: $125,000-$145,000 USD
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security and Privacy Requirements
1. Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
2. Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security and Privacy Requirements
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
The Benefits
At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.
- Flexible Time Off
- Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
- 401(k) plan with matching contribution
- Paid Parental Leave
- Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
- Group legal coverage
- And more!
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.
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