Experience Partner 1

The CompanyServing the People Who Serve the PeopleGranicus 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 SummarySummary DescriptionThe Experience Partner is a mid-level role responsible for managing a portfolio of mid-tier clients across the full customer lifecycle. This includes participating in pre-sales discovery, leading implementation coordination, and ensuring long-term client success through strategic engagement, program reviews, and growth planning. This role requires a balance of consultative client management, cross-functional collaboration, and a proactive approach to identifying opportunities for improvement and expansion.Essential FunctionManage a portfolio of up to 30 mid-tier clients with low to moderate complexity and up to $1.5M 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.Knowledge/Skills/AbilitiesUnderstanding 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.Experience/Credentials:Bachelor’s degree in Business, Public Administration, Communications, or related field.2–4 years of experience in consulting, customer success, or account management.Experience with SaaS platforms and digital tools preferred.Other Job InfoThis 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. The role is typically performed indoors within a home 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. 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. You Will Love This Job If You HaveYou Will Love This Job If You HaveYou bring a strong customer service mindset and are motivated by learning, continuous improvement, and growth in a fast‑moving environment.You are passionate about public service, digital transformation, and helping customers achieve meaningful outcomes, even as needs evolve.You communicate clearly, stay highly organized, and think critically about how de