Experience Director

July 24

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Granicus

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Cloud Computing • Streaming Media • Webcasting • Government Transparency • communications

501 - 1000

Description

• 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. • 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.

Requirements

• 7-10 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 customer or project P&L management. • 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.