Project Manager
Bengaluru
Professional Services – Customer Experience Services /
Full Time /
Hybrid
As the Project Manager, you will nurture our customers through each step of the onboarding process – managing their entire experience from beginning (contract completion) to end (site launch). This includes serving as the primary contact for the customer throughout the onboarding project, running the project via Wrike, answering questions, and providing product insights and best practices, scheduling all project related meetings, and helping the customer realize the value of our product for their organization. The position also includes feeding information from the client back to the Consulting and Customer Success and Sales teams, as well as the Product Managers, to continuously improve our offer.
You are the first significant relationship with the customer post-sale and have the responsibility of partnering with them to revolutionise their digital services to their citizens and visitors. You participate as a critical voice of the customer for the rest of the company, acting as an internal customer advocate.
What your impact will look like here
- Own the client relationship and the day to day management of that relationship at all levels within the client's organisation.
- Oversee the project implementation end-to-end, ensuring projects are delivered as per the contract, agreed scope and timelines
- Regular communication with clients using Wrike, calls and meetings, to ensure transparency and assure that all parties stay informed in a timely and accurate manner
- Work with other Client Services squads to schedule project elements such as training, design and theme implementation.
- Facilitate a smooth launch and make sure all project steps have been completed successfully
- Build and maintain product expertise across the portfolio of Granicus products and consulting packages
- Provide project updates/reports on a consistent basis
- Keep project timelines updated, monitoring deadlines each week and making adjustments as needed
- Schedule resources needed (design, dev, training, GXG consulting) and manage resource relationships efficiently
- Organically map the out-of-the-box capabilities of our products to customers business needs to proactively solve their problems without customisations
- Provide consistently quick, friendly and informed responses to customer issues and questions during the onboarding process and beyond
- Act as the internal customer advocate and work with our CS and product teams to create a continuous feedback loop to improve our product roadmap
- Be an ongoing advocate for the customer within Granicus, and for Granicus within the customer organization
Additional responsibilities of role
- Monitoring of the incoming Salesforce tickets in the project implementation stage
- Triage and escalation of issues to the product teams
- Collaborate with Client Services, Sales, Marketing and Product Management on ideas for thought leadership, webinars & user group topics that would be of value to our customers
You will love this job if you have
- Project Management Professional (PMP) Certification (or similar)
- 1 – 4 years of experience working inside local government or implementing technologies for/within local government
- Experience working with Software as a Service (SaaS) product, specifically Content Management Solutions (CMS)
- Experience working in a remote environment with a distributed team, with clear success working independently
- Excellent verbal communication, interpersonal skills, and writing skills
- Strong attention to detail that instils trust and confidence in customers, teammates, and managers
- Active listening ability to dig deep into root causes & suggest solutions
- Technical proficiency with all Granicus products offered in the ANZ region
- Ability to prioritize and work across many accounts simultaneously
- Discipline to deliver timely follow up after each client interaction
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!
The Team
We area 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.
- Embracing diversity & fostering a culture of ideation, collaboration & meritocracy
- We bring in special guests from time to time to discuss issues that impact our employee population
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 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.
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 Process
- Assessment – Take a quick assessment.
- Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.
- Coding – Take a quick coding test online.
- Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.
- Reference checks – Provide 2 references so we can hear about your awesomeness.
- Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.
- Written offer – Sign a formal letter and get excited because we sure are!
Benefits at Granicus India
Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –
- Hospitalization Insurance Policy covering employees and their family members including parents
- All employees are covered under Personal Accident Insurance & Term Life Insurance policy
- All employees can avail annual health check facility
- Eligible for reimbursement of telephone and internet expenses
- Wellness Allowance to avail health club memberships and/or access to physical fitness centres
- Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter
- Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7
- Access to learning management system Say., Udemy Learning Premium account membership & many more
- Access to Rewards & recognition portal and quarterly recognition program
