Manager – Experience Partner, Mid-Market

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 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

• Lead a small operational team of Experience Partners • Ensure daily tasks are completed efficiently and aligned with broader team objectives • Provide coaching, assign work, and support team development and performance tracking • Ensure consistent execution of customer success practices and consulting frameworks • Monitor customer satisfaction, retention, and portfolio growth metrics • Support client engagements and assist with escalations • Collaborate with Sales, Product, and Implementation teams to improve customer experience • Recommend and implement process improvements within operational guidelines • Contribute to departmental planning and represent the team in cross-functional meetings • Maintain Granicus information security and employee/customer data privacy

🎯 Requirements

• Proven leadership managing geographically distributed teams and multitiered organizational structures • Deep expertise in enterprise SaaS delivery, digital transformation, and public sector consulting • Strong understanding of regional market dynamics, government operations, and procurement environments • Strategic planning, executive communication, and stakeholder management skills • Success managing complex or high-profile public-sector accounts • Strong communication, task delegation, and problem-solving skills • Proficiency in CRM tools and analytics platforms • Ability to resolve conflicts, manage escalations, and influence cross-functional teams • 5+ years of experience in customer success, consulting, or enterprise account management in a SaaS or technology environment • 2+ years of people leadership experience, preferably managing customer-facing teams • Bachelor's degree in Business, Communications, Public Administration, a related field, or relevant experience • Experience working with state or local government clients • Familiarity with digital transformation initiatives and enterprise SaaS delivery • Ability to work on a computer using Zoom or Teams and remain on camera throughout the day • Responsibility for information security, confidentiality, integrity, availability, and data privacy

🏖️ Benefits

• Remote work / home office environment • Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more • Special guests discussing issues impacting employees • Inclusive and safe workplace culture