CX Enablement Program Manager

Job not on LinkedIn

🕒 April 29

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📋 Program Manager

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Stay knowledgeable on government buying, competitive landscapes, and emerging digital government needs. • Curate and maintain a library of enablement assets—guides, workflows, process documents, certifications, and job aids. • Translate complex product information into clear, digestible resources for frontline teams to drive deeper knowledge of what we sell and why it matters. • Partner with product teams to ensure post‑sales teams understand new releases, roadmap shifts, and technical capabilities. • Partner with leadership and use data analysis to identify skill gaps, streamline processes, ensure consistent customer experience, and drive expansion and growth. • Collaborate with Implementation, Support, and Product to ensure training reflects operational needs and evolving customer challenges. • Track enablement effectiveness through assessments, certifications, quality audits, CSAT trends, program metrics, and Experience Partner impact stories. • Facilitate live training workshops, virtual sessions, and small‑group coaching. • Serve as a trusted advisor to post‑sales leadership on enablement strategy and talent readiness. • Engage in structured call listening and call coaching programs, one-to-one coaching, and training to support initiatives, as applicable. • Build structured, competency-based enablement pathways for CSCs and Experience Partners, aligned to customer lifecycle stages and outcome delivery. • Develop a standardized playbook for Customer Success Consultants and a toolkit for Experience Partners to address common government customer challenges.

🎯 Requirements

• Marketing, or a related field OR equivalent experience • 2-5 years of experience in enablement, CX program management, customer success, consulting, training, or related fields. • Proven ability to design and deliver high‑quality enablement programs, ideally within SaaS or GovTech environments. • Strong understanding of post‑sales motions (support, onboarding, customer success, customer outcomes, advisory services). • Exceptional communication and facilitation skills, with comfort delivering to both small teams and large groups. • Experience creating structured learning materials, playbooks, and scalable training assets. • Ability to analyze data, identify trends, and translate insights into actionable program improvements. • Highly collaborative mindset with the ability to work across cross-functional revenue impacting teams. • Strong program design approach with emphasis on change & project management.

🏖️ Benefits

• 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. • Bringing in special guests from time to time to discuss issues that impact our employee population