Granicus needs a Senior Manager of Customer Care and Escalations. This high-profile position leads an elite team of dedicated professionals charged with resolving high-level customer care issues and escalations from government customer cases and customer-facing teams. This role involves coordinating, tracking and resolving customer service and care efforts and responses for our government customers a a very high-level. Another major responsibility of this position is identifying systemic issues, and driving positive change and resolution for Granicus' customers, Technical Support, and our overall business platforms. You will serve as a crucial link between Technical Support and other internal departments at Granicus, delivering enhanced support to Strategic accounts and Government Experience (GX) Cloud Services customers.
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Lead and Supervision: Provide leadership, guidance, and supervision to the Customer Care team, ensuring the effective resolution of customer care issues and escalations.
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Escalation Management: Manage escalations from executives or customer-facing teams, driving towards resolution and identifying root causes of customer experience failures.
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Communication: Effectively communicate with Granicus executives, customer-facing teams, and other departments to address escalations and resolve customer issues promptly and professionally.
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Customer Advocacy: Advocate for customers at the highest levels of the organization, providing detailed root cause analyses and recommendations to top-level executives.
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Root Cause Analysis: Conduct detailed root cause analyses of customer issues and present findings and recommendations to relevant stakeholders for process or technology improvements.
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Reporting: Generate reports on projects, initiatives, and processes under your care, providing insights and updates to relevant stakeholders.
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Quality Assurance: Recognize system and quality concerns contributing to poor customer experiences and communicate them internally and externally as appropriate.
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Coaching and Training: Close the loop on continuous improvement acting on identified issues and fixing them.
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Bachelor's degree in a relevant field.
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2+ years of project or program management experience.
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3+ years of prior managerial experience in Customer Care or professional services.
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Exceptionally strong customer handling and conflict resolution skills.
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Excellent decision-making skills to effectively manage the needs of the customer and business.
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Goal-driven, with the ability to step back and look at the bigger picture and deal with ambiguity.
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A relentless customer-centricity with excellent communication skills, both verbal and written.
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Experience working with, presenting to, and influencing senior executives.
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Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
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Preferred Qualifications:
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Experience working cross functionally with tech and non-tech teams.
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Lean and/or Six Sigma Certified.
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Familiarity with government or public sector environments and processes.
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Proficiency in Spanish and/or French.
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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.
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Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
$68,000 - $89,000 a year
Salary will vary based on relevant experience, certifications and education credentials in relationship to the position's requirements, and candidate alignment with internal equity.
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
The Benefits - At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.
Flexible Time Off- Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
- 401(k) plan with matching contribution
- Paid Parental Leave
- Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
- Group legal coverage
- And more!