VP, Experience Partner

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 (GXC) — 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.

All Experience Partners, including their VP leader, have strong expertise 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 human-centered design practitioners, digital content creators, technology strategists, program managers, business development managers and/or strategic account managers.

The VP of Experience Partners oversees a globally distributed team of Experience Partners at different levels of experience and owns the book of business for all Granicus’ GXC accounts.

This role is best suited for a customer-centric leader committed to build and deliver exceptional government experiences, drive digital transformation, foster innovation, and nurture and grow their customer relationships. Strong candidates will have deep experience owning strategic and complex accounts, with the executive presence to represent the Experience Partners function to the Executive Leadership Team (ELT) and Board of Directors (BoD).

The Experience Partners are involved during pre-sales and lead post-sales activities. They 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:

• Develop, grow, and manage strategic customer relationships.
• Serve as an industry subject matter adviser in government CX, public engagement, communications, consultation, or digital services as a client-facing executive of Granicus.
• Create and deliver effective presentations and proposals to address the specific needs of a customer or prospect. 
• Support delivery team to manage scope, timeline, execution, and acceptance.
• Empower and guide individual contributors in career-pathing through monitoring and evaluation of performance, alignment to corporate professional development program, and company growth.
• Help train and elevate internal teams in consultative solutions development, sales, development, strategy, and implementation.
• Work with customers to identify and align programs, agency, or mission objectives to improve CX outcomes.
• Design & deliver strategic program reviews to infuse CX subject matter expertise and develop relationships with agency’s executive stakeholders.
• Identify and develop customer engagement and recognition opportunities.
• Drive organic growth by leveraging our current book of business and relationships.
• Own Granicus’ Experience Services Catalogue and grow it with innovative services.
• Work with customer to create demand for Granicus services and solutions.
• Collaborate with Granicus leadership to shape development of new services based on customer demand and insight.
• Serve as the voice of the customer, bringing their needs and concerns back into the company to inform our solutions and processes.
• Represent Granicus in speaking roles, panel participation, and internal or external engagements as a public sector thought leader on customer experience, digital communications, data, and overall transformation.

• 15+ years of experience in digital services, managing a portfolio of projects, including scoping, delivery, quality assurance, and growth of programs, preferably with an understanding of human-centered design best practices and approaches.
• Ability to serve as a trusted, strategic adviser to top government leaders; experience in collaborating with and managing expectations of senior government executives a plus.
• Demonstrated commercial acumen and successful track record of growing strategic-level accounts.
• Ability to manage an organizational P&L.
• Passion for public service, citizen engagement, service transformation and communication.
• Exceptional interpersonal skills for internal and external relationship building at all levels of the organization, including cross-departmental colleagues, C-suite and customers.
• Self-motivated, flexible problem solver, who can keep the trains running (managing the routine) but can also adapt quickly and find alternative ways to get the work done.
• Ability to thrive in a lean, self-propelling, proactive environment.
• Commitment to diversity of thought and consideration of different ideas.
• Prior to the shutdown for the Covid-19 pandemic, CXS staff were expected to be available for on-site customer meetings. This included travel in some instances. As our customers' expectations and responses to the pandemic continue to evolve, CXS team members may once again be expected to be available for in-person customer meetings.