Director, Experience Partners
United Kingdom (Remote)
Professional Services – Customer Experience Services /
Full Time /
Remote
The Company
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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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.
The Director, Experience Partners is a global leadership role responsible for overseeing
regional Experience Partner teams across the UK, US, Costa Rica, and ANZ. This role
drives operational excellence, strategic alignment, and team development across
multiple layers of leadership, including Leads and Managers. The Director ensures
consistent delivery of high-impact customer outcomes, fosters innovation in service
delivery, and acts as a key liaison between regional execution and executive strategy.
This role is instrumental in scaling Granicus’ Experience Partner function globally while
maintaining high standards of customer success and employee engagement.
What your impact will look like:
- Lead and develop a distributed team of Experience Partner Leads and Managers across multiple regions.
- Drive global consistency in service delivery, consulting frameworks, and customer lifecycle management.
- Partner with executive leadership to align regional strategies with corporate goals.
- Oversee regional portfolio performance, including ARR growth, retention, and customer satisfaction metrics.
- Support strategic client engagements and executive escalations across regions.
- Champion cross-functional collaboration with Sales, Product, and Implementation teams.
- Develop and implement scalable operational processes and performance metrics.
- Foster a culture of innovation, accountability, and continuous improvement.
- Represent the Experience Partner function in executive forums and strategic planning sessions.
- Mentor regional leaders and contribute to succession planning and talent development.
You will love this role if you have:
- Proven leadership in managing geographically distributed teams and multi-tiered organizational structures.
- Deep expertise in enterprise SaaS delivery, digital transformation, and public-sector consulting.
- Strong understanding of regional market dynamics, government operations, and procurement environments.
- Exceptional strategic planning, executive communication, and stakeholder management skills.
- Ability to drive operational excellence and scale best practices across diverse teams.
- Proficiency in CRM, analytics, and performance management platforms.
- Strong facilitation, negotiation, and conflict resolution skills.
- Ability to influence cross-functional initiatives and drive alignment across departments.
- 10+ years of experience in customer success, consulting, or enterprise account management.
- 5+ years of experience in people leadership, including managing managers and cross-regional teams.
- Demonstrated success in leading enterprise-scale transformation initiatives and strategic client relationships.
Experience/Credentials:
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security and Privacy Requirements
- 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.
- 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.
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.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
