Senior Experience Partner

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here. Job Summary 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.  Our Experience Partners have strong experience in customer-facing environments. 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. Ideal candidates have experience 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.  Our Experience Partners are involved during pre-sales and lead post-sales activities. 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. Ensure project operational compliance. Executive Relationship building. Owning their book of business, constituted by programs across an assigned set of customers. Being customer's primary Point of Contact for owned programs. Protect existing program revenues and prevent/mitigate program and customer churn. Grow revenues through direct upsells within the programs and generating cross-selling leads. What Your Impact Will Look Like   How We Show Up to Work: · Demonstrate a polished, professional relationship with colleagues and customers. · Assume positive intent. · Be collaborative. Create space for and be open to different expertise and experiences. · Be dependable and reliable for our customers and our colleagues. · Be organized and manage your own workload. · Be proactive. Be willing to jump in, not wait to be told. · Be willing to try something new, not dependent on documented examples. · Be empathetic. Consider the human experience, needs and motivations of our customers and our colleagues. · Be open to feedback. Listen with the same passion with which you want to be heard. · Be curious. Gather information and knowledge. Consider new ideas and approaches. Consider what you might not know. · Choose courage over comfort. Essential Function · Lead strategic engagements with high-profile Federal enterprise customers, with account sizes often ranging from $4 - $6M in recurring revenue. · Drive cross-functional teams during pre-sales discovery, solutioning, and executive-level proposal development. · Oversee complex, multi-phase program delivery and ensure cross-functional alignment across Granicus teams, including GXG, Implementation, Product, Engineering and Support. · Develop and implement scalable consulting frameworks for team-wide adoption. · Conduct executive business reviews and long-term transformation planning. · Identify and drive strategic upsell and cross-sell opportunities. · Represent Granicus in public forums, panels, and thought leadership events. · Mentor Experience Partners and contribute to internal capability development. · Translate customer insights into product and service innovation recommendations ·  This position requires availability to travel to on-site Federal customer meetings. Candidates must be U.S. citizens based in the Washington, DC area. You Will Love This Job If You Have Qualifications Knowledge/Skills/Abilities Expertise in customer experience, digital transformation, public sector consulting, and enterprise digital communications program management. · Demonstrated experience with Federal government operations, procurement, and policy environments. · Deep understanding of strat