Manager, Experience Partner (Mid-Market)

About the role

Granicus is seeking a Manager for its Experience Partner team focused on the Mid‑Market segment. The role leads a small, geographically dispersed group of Experience Partners, ensuring they deliver high‑quality outcomes for public‑sector clients and drive overall customer success.

Key responsibilities

• Lead and coach a regional team of Experience Partners, assigning work and tracking performance.
• Ensure consistent execution of customer success practices and consulting frameworks.
• Monitor key metrics such as customer satisfaction, retention, and portfolio growth.
• Support client engagements, handle escalations, and guarantee positive outcomes.
• Collaborate with Sales, Product, and Implementation teams to align efforts and improve the customer experience.
• Identify and implement process improvements within operational guidelines.
• Represent the team in cross‑functional meetings and contribute to departmental planning.

Required profile

• Proven leadership experience managing geographically distributed teams.
• Deep expertise in enterprise SaaS delivery, digital transformation, and public‑sector consulting.
• Strong analytical mindset with the ability to translate strategic direction into actionable plans.
• Excellent communication and stakeholder‑management skills.

Required skills

• Enterprise SaaS delivery
• Digital transformation
• Public‑sector consulting