Director, Customer Experience Services (Australia & New Zealand)

Description

Granicus is hiring for a Director, Customer Experience Services (CXS) for our Australia and New Zealand (ANZ) teams. This role oversees a dynamic, multi-functional team, ensuring the effective implementation of our solutions post-sale, and the life-long customer motions of Success, Technical Support and Renewals. This role emphasizes customer satisfaction, repeatable solution delivery, and strategic alignment with company priorities. As a global company, our staff operate on a remote-first basis, with 40 CXS managers and team members located across Australia.

This role is best suited for a customer-centric leader committed to driving change, fostering innovation, and propelling Granicus forward in delivering exceptional government experiences through strategic leadership and hands-on execution. Strong candidates will have deep experience leading multi-functional, geographically dispersed, teams and the executive presence to represent CXS to government customers in ANZ. Qualified candidates will also have demonstrated experience aggressively prioritizing competing requirements from a diverse group of stakeholders.

**Candidates must live in Australia or New Zealand to be considered**

What your impact will look like:

Establish and maintain strong relationships with customers, understanding their needs and ensuring their success with Granicus solutions.

Oversee the post-sale customer journey, ensuring seamless transitions between customer lifecycle stages and continued satisfaction.

Drive initiatives aimed at improving customer satisfaction metrics.

Leverage feedback mechanisms to gather insights from customers, using this data to inform improvements in service delivery.

Act as a senior point of escalation for customer issues, ensuring prompt and effective resolution of high-impact problems.

Champion cultural competence, leading a diverse and dispersed team with inclusiveness.

Mentor and develop operational leaders, preparing them for future challenges and opportunities.

Foster a culture of innovation and continuous improvement within the team.

Lead change management efforts, effectively managing transitions and keeping the team aligned with the company's vision and strategic goals.

Develop strategies for services-generated revenue, including planning, forecasting, and execution.

Enhance project and product-line profitability, improving productive and billable utilization.

Facilitate the integration and alignment of teams globally, operating within a matrixed environment.

You will love this role if you have:

Customer-centric leader who is passionate about building and nurturing long-term relationships with public sector customers.

Proven track record of improving customer satisfaction and loyalty metrics within a technology or SaaS (Software as a Service) environment.

Effective communicator who can articulate value, address concerns, and foster positive experiences throughout the customer lifecycle.

Adept problem-solver with the ability to quickly address customer issues, ensuring they feel supported and valued.

Demonstrated elevated level of cultural competence, with experience leading diverse and geographically dispersed teams.

Strong advocate for innovation and continuous improvement, with a track record of implementing successful new strategies.

Skilled in data-driven decision-making, with an analytical approach to understanding customer needs and service delivery performance.

Experienced in managing change, with the ability to guide and motivate teams through growth phases and organizational transitions.

Proficient in financial planning and analysis, with experience in forecasting, budgeting, and managing services-generated revenue.

Committed to enhancing project and product-line profitability through strategic planning and operational efficiency.

Additional Qualifications:

10+ years of experience in business and/or services operations, ideally leading multi-functional, distributed teams.

5+ years of expertise working for, or working with, governments on Digital Transformation and/or Customer Experience initiatives.

Strong organizational abilities and attention to detail.

Willingness to adapt to the needs of a global, remote-first organization.

Available for travel as needed.

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.