Experience Senior Manager

Description

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.

This role sits within the Granicus Experience Group (GXG), our in-house digital agency, a cross-functional team of strategists, analysts, communicators, and Granicus technology experts focused on customer experience and digital communications. We leverage best-in-class human-centered practices and a design-thinking approach to help our federal, state, and local government customers better connect with the people they serve. We discover better insights, build better experiences, and achieve better outcomes.

Our Experience Partners have strong experience in customer-facing environments 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. These roles are involved during pre-sales and lead post-sales activities. 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. 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.

· 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.

Responsibilities:

Develop, grow, and manage strategic customer relationships.

Understand the connection between GXG's project approach and statements of work to ensure customer and teams are well-aligned.

Write, scope and price statements of work aligned to customer need and GXG approach and capabilities.

Create and deliver effective presentations and proposals to address the specific needs of a customer or prospect.

Create and deliver design-thinking workshops as a means of demonstrating the art of the possible with Granicus solutions.

Support delivery team to manage scope, timeline, execution, and acceptance.

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.

Qualifications:

5 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 design-thinking approaches and a focus on owned channel strategies.

Ability to serve as a trusted, strategic adviser to top professionals.

Expert in core CX skills, ie. journey mapping, human-centered design, quantitative and qualitative research methodologies, measurement, data-driven insights, etc.

Solid 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 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.

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: $85,000-$90,000 USD