Senior Experience Partner
Granicus
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Benefits offered by this job
Job summary
Granicus, a remote-first GovTech leader, serves federal, state, and local governments with cloud-based solutions for communications, websites, and citizen services. The Experience Partners drive pre-sales through post-sales, maintaining executive relationships and delivering outcomes.
The role focuses on leading enterprise accounts, delivering multi-year transformations, and advising on product and service innovation. Travel to federal meetings is required.
Qualifications
- Expertise in customer experience, digital transformation, public sector consulting, and enterprise digital communications program management.
- Experience with Federal government operations, procurement, and policy environments.
- Strong strategic thinking and executive communication skills.
Responsibilities
- Lead strategic engagements with Federal enterprise customers, often $4–$6M recurring revenue.
- Drive cross-functional teams during pre-sales discovery, solutioning, and executive-level proposals.
- Oversee complex, multi-phase program delivery with GXG, Implementation, Product, Engineering and Support.
- Develop 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.
- Travel to on-site Federal meetings; U.S. citizens in Washington, DC area.
Skills
Education
Tools
Job description
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.
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.
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.
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 strategic account management and customer lifecycle frameworks.
- Exceptional strategic thinking and executive communication skills.
- Strong facilitation, negotiation, and public speaking abilities, including content development to support.
- Proficiency in CRM, analytics, and project management platforms.
- Ability to manage large-scale portfolios and influence organizational direction.
- Ability to lead cross-functional teams and drive alignment across departments.
- Ability to innovate and scale best practices across a distributed team.
Experience/Credentials:
- Bachelor's degree in Business, Public Administration, Communications, or related field. (Master's Preferred)
- 7-10 years of experience in senior consulting, customer success, or enterprise account management.
- Proven success managing strategic client relationships and driving organizational growth.
- Experience leading enterprise-scale digital transformation initiatives.
Other Job Info
These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
This role is typically performed on a computer using Zoom or Teams. The individual will be on camera throughout the day engaging with other employees and clients.
This role also needs to be available to travel to on-site Federal customer meetings and in-person engagements across DC, Maryland and Virginia.
The role is typically performed indoors within an office environment. This role is typically performed while sitting or standing at a desk.
Security Requirement:
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Must be able to obtain a public trust clearance.
EEO Statement:
We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.
USD $112,000.00 - USD $163,000.00 /Yr.
Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be part of our journey.
- A few culture highlights include - 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.
- We bring in special guests from time to time to discuss issues that impact our employee population
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place - quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance-starting from day one.
- Flexible Time Off - Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days - Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement - Support a productive home office environment.
- Multiple Health Plan Options - Including a 100% employer-paid plan.
- Employer HSA Contributions - When enrolled in a High-Deductible Health Plan.
- Fitness Reimbursement Program - Stay active, your way.
- On-Demand Mental Health Support - Access to Headspace and other wellness tools.
- Paid Parental Leave - For both birthing and non-birthing parents.
- Traditional & Roth 401(k) - With a generous company match.
- Life & AD&D Insurance - 100% employer-paid coverage for peace of mind.
- Online Learning Platforms - Fuel your professional development.
- Competitive Salary & Bonuses - Your contributions are valued and rewarded.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.
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