Manager, Experience Cloud Specialists

🕒 4 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $104.000 - $135.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Granicus

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1999

🏛️ Governo

☁️ SaaS

📋 Conformidade

Government • SaaS • Compliance

A Granicus é uma empresa de tecnologia focada no governo que fornece uma Government Experience Cloud e uma gama de serviços digitais para agências locais, estaduais, federais, de educação e de distritos especiais. Seus produtos incluem plataformas de engajamento e comunicação, nuvens de serviço e operações (para licenças, registros, solicitações de serviço/311), gerenciamento de reuniões e agendas, sites/CMS, ferramentas de conformidade e um Agente de Experiência do Governo com tecnologia AI para oferecer autoatendimento 24 horas por dia, 7 dias por semana. A Granicus ajuda organizações do setor público a modernizar a prestação de serviços, aumentar o engajamento dos cidadãos, automatizar fluxos de trabalho e melhorar a eficiência operacional.

Descrição

• Lead, coach, and develop Experience Cloud Specialists, Senior Experience Cloud Specialists, and Experience Cloud Operations Specialists • Establish performance expectations, development plans, career pathways, and accountability measures • Create operating cadences including team meetings, one-on-one coaching, opportunity reviews, forecast inspection, territory planning, and strategic account discussions • Coach team members on consultative discovery, executive engagement, platform positioning, commercial strategy, opportunity qualification, and cross-functional leadership • Build onboarding, enablement, and continuous-development programs • Own the Experience Cloud Specialist operating model and align priorities and resource allocation with GXC growth and customer-modernization objectives • Partner with Sales and Customer Success leadership on customer segments, legacy conversion targets, migration opportunities, and expansion plays • Ensure customer-specific platform strategies connect government priorities with GXC capabilities, Experience Partner services, Data Insights, AI-enabled capabilities, and measurable outcomes • Establish qualification, prioritization, forecasting, documentation, and governance standards for migrations, legacy swaps, upgrades, renewals, and expansion opportunities • Maintain visibility into pipeline health, conversion activity, risks, blockers, competitive threats, resource needs, and next steps • Support complex, high-value, and executive-level customer opportunities and serve as an escalation point • Ensure Platform Operations support pricing analysis, quoting, contracts, renewals, commercial scenario development, Salesforce accuracy, and transaction execution • Build partnerships across Sales, Customer Success, Solution Consulting, Experience Partners, Product, Implementation, Renewals, Sales Operations, Contracts, Legal, Finance, and executive leadership • Clarify ownership, handoffs, decision rights, and escalation paths across customer lifecycle teams • Define and improve specialist plays, discovery methodologies, customer engagement approaches, enablement materials, reporting, and best practices • Use data and feedback to identify trends, capability gaps, operational friction, customer needs, product gaps, competitive trends, and improvement opportunities • Implement scalable workflows, automation, and AI-assisted processes • Represent the organization in leadership meetings, executive customer engagements, workshops, webinars, conferences, and enablement sessions • Foster customer focus, commercial accountability, collaboration, responsible AI use, continuous learning, and operational excellence

🎯 Requisitos

• 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 • Minimum of two years of experience leading customer-facing teams or significant cross-functional programs • Demonstrated success leading customer-growth, platform-adoption, migration, modernization, renewal, upgrade, or expansion programs • Demonstrated experience coaching professionals in consultative discovery, executive engagement, platform strategy, and commercial opportunity management • Experience managing pipeline, forecasting, opportunity qualification, revenue objectives, or a portfolio of strategic customer opportunities • Demonstrated experience leading cross-functional initiatives involving Sales, Customer Success, Solution Consulting, Product, Operations, Finance, and executive stakeholders • Experience developing operating frameworks, playbooks, methodologies, governance, enablement programs, and scalable processes • Strong people leadership and coaching capabilities • Deep understanding of consultative selling, customer success, solution discovery, platform adoption, strategic account management, and value-based customer engagement • Strong understanding of State and Local government operations, organizational structures, procurement environments, strategic priorities, and technology modernization initiatives • Strong executive presence and ability to facilitate strategic conversations with senior government leaders and internal executives • Strong commercial acumen, including opportunity qualification, expansion strategy, pipeline management, forecasting, competitive positioning, recurring revenue, and revenue objectives • Strong analytical and research capabilities • Excellent written, verbal, presentation, facilitation, and change-management skills • 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 • Experience working directly with State and/or Local government customers strongly preferred • Strong knowledge of Granicus solutions, customers, Government Experience Cloud strategy, customer lifecycle, and internal operating processes strongly preferred • Experience with Salesforce and related business systems strongly preferred • Experience designing or scaling AI-enabled workflows, automation, and operational improvement initiatives preferred • Change management, value-selling, consultative-selling, customer-success, solution-consulting, or leadership training or certification is a plus • No degree requirement for this role

🏖️ Benefícios

• 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 birthing and non-birthing parents • Traditional & Roth 401(k) with a generous company match • Life & AD&D Insurance with 100% employer-paid coverage • Online Learning Platforms • Competitive Salary & Bonuses • Remote-first work environment

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