Director - Experience Partner

Granicus•Washington, DC

1d•$166,000 - $194,000•Onsite

About The Position

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. Want to know more? See more of what we do here. Job Summary 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. This role sits within the Granicus Experience Group (GXG), our in-house digital agency, a cross -functional team of strategists, analysts, communicators, and Granicus technology experts focused on customer experience and digital communications. We leverage best-in-class human-centered practices and a design-thinking approach to help our federal, state, and local government customers better connect with the people they serve. We discover better insights, build better experiences, and achieve better outcomes. GXG is a fast-growing team at a high-growth tech company, looking for a Director-level Experience Partner for a new Strategic Account. This is a senior-level, strategic role responsible for managing enterprise and executive-level relationships and leading the full customer lifecycle for long-term success. This role requires the development and execution of comprehensive digital strategies at the government agency level. Candidates will have experience leading large-scale or program-level projects for federal program customers. The ideal candidate will have extensive strategic communications or program-side experiencewithin the federal government space, and will have experience leading new business development, organic growth on existing projects, solution definition and project delivery oversight for digital communications services and technology. A successful candidate has proven experience in project and personnel leadership. In this role, you will lead a team, as well as monitor, evaluate and document performance according to role-based expectations and contract deliverables. Equally important, you will lead matrixing and coordination with cross -functional teams to best serve the Granicus customer and generate opportunity expansion. This role requires problem-solving and creativity, with the ability to quickly translate and link how our services and technology can bring specific benefits to our customer. The ideal candidate brings practitioner-level expertise in the fields of government CX and digital communications, paired with a desire to develop and expand our footprint with this account. 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.

Requirements

12-15 years’ experience in digital transformation or digital service delivery, public sector consulting, or customer experience strategy, preferably with a deep understanding of the digital communications industry
Experienced customer relationship owner, with federal experience in organic growth/business development, team leadership, delivery oversight and account/project financials management
Successful track record of proposal development and winning contracts for digital services, preferably in the federal-level public sector market.
Experience leading capture efforts within the public sector on opportunities valued at $6M or more.
Exceptional interpersonal skills for internal and external relationship building at all levels of the organization, including cross-departmental colleagues, C-suite and clients
Demonstrated critical thinking abilities — understand context, identify problems, challenge your assumptions, leverage data, and make recommendations.
Demonstrated ability to think ahead and anticipate — customer questions, next steps for a project, needs for GXG, needs for our colleagues, etc.
Proficiency in Microsoft Office Suite, CRM, analytics, and project management platforms
Excellent written and verbal skills with an attention to organization, detail, and quality presentation
Experience presenting to executives both internally and externally.
Passion for public service and digital communications

Responsibilities

Develop and execute strategies to expand existing client relationships and drive organic growth
Be comfortable expanding the business with new solutions that may require the development of new relationships within the customer
Prepare briefing documents to prepare various meetings with customer executives
Ensure client deliverables meet the highest standards of quality and strategic value
Track, measure, and report on the business with the customer. Be able to document the personal impact with the customer.
Develop, grow, and manage strategic customer relationships.
Serve as a primary POC to the customer for Granicus.
Work with customer to create demand for Granicus services and solutions, in addition to pursuing publicly known opportunities.
Lead and liaise between project team, executive team, and customer teams. Escalate customer issues to leadership.
Manage and execute comprehensive digital strategy aligned to contractual tasks.
Ensure on-time delivery of key deliverables and other relevant activities as defined by the contract.
Empower and guide individual contributors in career-pathing through monitoring and evaluation of performance, alignment to corporate professional development programs, and company growth.
Provide constructive, actionable, and timely feedback to GXG team members.
Follow company and Human Resource practices for employee-management responsibilities, including annual-leave tracking, expense reporting, and training.
Identify resourcing and skills needs at an individual and team level.
Demonstrate an ability to build and collaborate with high performance teams around a common vision.
Management of contract financials, profitability, and resource utilization.
Be actively engaged in developing the pricing strategy, with GXG leadership and client account partnership, based on the customer’s buying practices, recent awards of similar contracts, and other factors.
Provide public sector or digital communications thought leadership.

Benefits

Flexibility & Balance
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.
Health & Wellness
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.
Family & Future
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.
Growth & Recognition
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.