Experience Partner, Level 2
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Job Description
Experience Partner managing a portfolio of mid-tier clients across the customer lifecycle at Granicus. Driving client engagement and ensuring success through strategic planning and collaboration.
Responsibilities:
- Manage a portfolio of up to 30 mid-tier clients with moderately high complexity and $1.5M - $3M ARR.
- Participate in pre-sales discovery sessions and contribute to solution design and proposal development.
- Lead implementation planning and onboarding coordination, ensuring alignment with client goals.
- Conduct semi-customized program reviews and provide strategic recommendations.
- Identify upsell and cross-sell opportunities and collaborate with sales and product teams.
- Serve as the primary point of contact throughout the client lifecycle.
- Maintain accurate records of client interactions, milestones, and engagement metrics.
- Collaborate with internal teams to ensure timely delivery and client satisfaction.
Requirements:
- Bachelor’s degree in Business, Public Administration, Communications, or related field.
- 4 – 6 years of experience in consulting, customer success, or enterprise account management.
- Experience with SaaS platforms and digital tools preferred.
- Understanding of customer success principles and SaaS business models.
- Familiarity with digital transformation in the public sector.
- Knowledge of project management and implementation best practices.
- Strong analytical and communication skills.
- Proficiency in CRM tools (e.g., Salesforce), Microsoft Office, and collaboration platforms.
- Ability to manage multiple client relationships and competing priorities.
- Ability to work independently and proactively solve problems.
- Ability to build trust and credibility with clients and internal stakeholders.
- Ability to translate client needs into actionable strategies and solutions.
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.
- Bring in special guests from time to time to discuss issues that impact our employee population
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