Granicus

Support Engineer

• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations
• Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations
• Coach team members and foster a culture of inclusion and commitment to personal and professional growth
• Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals
• Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate.
• Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases.
• Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction
• Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution
• Assist the cross functional team to integrate new company acquisitions into standard support processes
• Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements
• Arrange your team to provide timely updates to internal and external documentation, including processes and training resources.
• Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates).
• Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner.

Technical Support Manager

Revenue Operations

• Develop bottom up and top-down analyses of market size, penetration, and product mix to help develop territories and whitespace/greenfield opportunities
• Analyze and communicate monthly sales progress against major KPIs; provide areas of improvement
• Provide ad hoc sales reporting to support wider sales org as well as visualize groups of reports into dashboards
• Identify process inefficiencies, implement solutions, and track progress against end goal
• Provide analyses on sales funnel to find bottlenecks in process and increase funnel velocity
• Engage with sales org to consistently obtain feedback on systems, processes etc. to improve performance
• Work with Finance team on annual setting of targets, quotas, etc. and maintaining them throughout the year
• Work with Salesforce Admin team to ensure its structure can support enhanced sales productivity reporting and be the “source of truth”
• Consistently look for ways to structure, streamline and automate reporting and processes
• Ability to analyze large datasets and make sense of them in order to find operational improvements and scale
• Maintain weekly sales forecast
• Help with Board reporting and ensuring the accuracy of numbers/metrics reported
• Other duties as assigned

Senior Revenue Operations Manager

DevOps Engineer

• Provide production support on a shift according to the team on-call roster
• Work on the customer and internal engineering/implementation team raised tickets while not on-call for production support
• Continuously monitor the health and performance of our services, systems, and infrastructure
• Respond to alerts and incidents promptly to ensure high availability
• Develop and maintain automation scripts and tools to streamline operations and reduce manual intervention
• Assist in troubleshooting and resolving incidents, performing root cause analysis, and implementing long-term fixes to prevent recurrence
• Participate in designing and implementing system improvements to enhance reliability, scalability, and performance
• Work closely with software engineers to understand application requirements, provide feedback on design and architecture, and support deployment and release processes
• Create and maintain documentation for processes, procedures, and troubleshooting guides
• Assist in capacity planning activities to anticipate future needs and ensure that our infrastructure can handle growth
• Implement and adhere to security best practices to protect our systems and data.

Site Reliability Engineer, Level 3

Affiliate Manager

• Manage a portfolio of up to 30 mid-tier clients with moderately high complexity and $1.5M - $3M ARR.
• Participate in pre-sales discovery sessions and contribute to solution design and proposal development.
• Lead implementation planning and onboarding coordination, ensuring alignment with client goals.
• Conduct semi-customized program reviews and provide strategic recommendations.
• Identify upsell and cross-sell opportunities and collaborate with sales and product teams.
• Serve as the primary point of contact throughout the client lifecycle.
• Maintain accurate records of client interactions, milestones, and engagement metrics.
• Collaborate with internal teams to ensure timely delivery and client satisfaction.

Experience Partner

• Manage a portfolio of up to 30 high-complexity or high-value clients with ARR between $3 - $5M ARR.
• Lead strategic discovery sessions and contribute to solution architecture during pre-sales.
• Oversee implementation planning and execution, ensuring alignment with client goals.
• Conduct executive-level business reviews and develop long-term engagement strategies.
• Identify and drive upsell and cross-sell opportunities in collaboration with sales.
• Act as an escalation point for Experience Partner I and II team members.
• Mentor junior Experience Partners and contribute to internal knowledge sharing.
• Represent Granicus in client-facing presentations, panels, and strategic engagements.

Experience Partner 3

Manager

• Lead a small operational team of Experience Partners, ensuring daily tasks are completed efficiently and aligned with broader team objectives.
• Provide coaching, assign work, and support team development and performance tracking.
• Ensure consistent execution of customer success practices and consulting frameworks.
• Monitor team performance across key metrics including customer satisfaction, retention, and portfolio growth.
• Support client engagements and assist with escalations to ensure positive outcomes.
• Collaborate with Sales, Product, and Implementation teams to drive alignment and improve customer experience.
• Recommend and implement process improvements within defined operational guidelines.
• Contribute to departmental planning and represent the team in cross-functional meetings.

Manager – Experience Partner, Mid-Market

Product Designer

• Join our growing cross-functional UX team and help shape the end-to-end product experience for our users.
• Harmonize the ecosystems of data-driven decision-making, human-centered design, and agile software development.
• Work closely and collaboratively with product managers, product owners, product designers, developers, and QA testers to create, test, and ship market-leading improvements to our robust & complex family of government technology products.
• Identify and gather necessary product analytics to inform your design choices.
• Check impacts of your designs by planning & conducting appropriate methods of usability testing.
• Host and participate solution workshops with internal teams to synthesize research findings into deliverable product outcomes.
• Create user personas and journey maps.
• Reference research findings to constantly advocate for our user’s needs, goals, and motivations.
• Use Figma to create wireframes, mockups, and prototypes to demonstrate ideal user journeys & interactions.
• Ensure your designs are WCAG compliant.
• Champion our design systems while improving them.

Senior Product Designer

Database Administrator

• Accountable for the operational excellence and business continuity of enterprise database infrastructure
• Advanced performance tuning of database systems and SQL workloads
• Design and maintain enterprise-grade High Availability and Disaster Recovery architectures
• Provide and maintain detailed technical documentation on Database Lifecycle Management
• Mentor other Database Administrators
• Implement effective security protocols and data protection measures

Database Administrator – Senior

Performance Marketing

• Develop go-to-market plans aligned to sales priorities and Granicus positioning.
• Collaborate with Product Marketing to align messaging, proof points, and competitive differentiation.
• Research public sector market trends, customer needs, competitors, and procurement patterns to inform campaigns and content.
• Plan and execute tradeshows, in-person events, webinars, and virtual events.
• Run digital programs including email, paid media, social, and content syndication.
• Lead Account-Based Marketing programs using intent data, ICP alignment, and buying-stage insights.
• Partner with Digital and Content teams to improve organic discoverability, engagement, and conversion.
• Monitor full-funnel performance, marketing attribution, pipeline velocity, and data accuracy in partnership with Revenue Operations and Sales.
• Own performance reporting from inquiry through bookings, including win rates, “cost per” metrics, and stage conversion.
• Manage segment marketing budgets with accuracy and discipline.

Public Sector Demand Generation Manager

Senior Demand Generation Manager, Public Sector

Product Marketing

• Develop product positioning and messaging that differentiates our products in the market
• Work closely with Sales Enablement to communicate the value proposition of the products to the sales team and develop the sales tools that support the selling process of our products
• Plan the launch of new products and releases and manage the cross-functional implementation of the plan
• Lead our market and competitive intelligence for the organization - be the expert on our buyers and how they buy, as well as the expert on our competition and how to position against them
• Work closely with the Marketing and Product Teams to develop product-specific demand generation in close coordination with existing verticals and thought leadership campaigns
• Work closely with Product Managers as part of the product council to develop and report on product specific campaigns
• Define personas, buyer journeys, and articulate ROI tailored to key buying groups for government agenda management, meeting managements, video technology, records requests, and boards and commissions
• Lead the development of our product content including creating and proofing marketing copy and creative collateral (website, videos, 1-pagers, and more)
• Translate technical details of our products and how they work together into benefits for the user
• Responsible for the strategy and execution of customer user groups, customer advisory groups, and strategic training programs
• Lead in-app marketing initiatives from demand generation within the product to product onboarding
• Other duties as assigned

Senior Product Marketing Manager

Solutions Engineer

• Own federal solution strategy for complex, enterprise level opportunities, serving as the keystone that unifies existing and emerging technology capabilities, services, integration considerations, and future state architecture
• Support and shape enterprise level federal capture and expansion strategies, including multiprogram, multistakeholder opportunities
• Act as the presales point of integration, proactively aligning Sales, Product, Security, and Professional Services around a shared point of view
• Prepare executive level narratives and artifacts for federal CIO, OCIO, and program leadership audiences, including security, governance, and mission alignment considerations
• Develop and apply scalable value engineering frameworks, identifying the key metrics that matter for each solution and translating them into clear, defensible ROI and impact narratives that support executive alignment and internal justification
• Translate customer insight into action, serving as a primary conduit between the field and Product/Emerging Solutions teams to influence roadmap, positioning, and GTM readiness
• Raise the bar for the Solutions function, mentoring peers, contributing reusable IP, and representing presales in internal strategy forums and customer-facing briefings

Principal Solutions Consultant

Business Analyst

• Collaborate with government clients to gather, analyze, and document complex business and system requirements, translating them into detailed functional specifications and user stories.
• Act as a liaison between clients and technical teams to ensure mutual understanding of requirements and provide ongoing support.
• Provide strategic consultation to stakeholders and leadership, aligning system capabilities with business objectives and compliance standards.
• Identify and recommend system enhancements or new features based on client feedback, industry trends, and product expertise.
• Serve as the escalation point for critical or at-risk client accounts, addressing support issues promptly and effectively.
• Partner cross-functionally with engineering and product teams to escalate and resolve high-impact client issues, bugs, and advanced technical challenges.
• Proactively identify at-risk clients, initiate early engagement, and collaborate with internal teams to ensure client satisfaction.
• Mentor junior analysts and foster a culture of continuous improvement and knowledge sharing.
• Stay informed on industry trends, government regulations, and emerging technologies to guide solution design and client strategy.
• Communicate clearly and professionally with stakeholders at all levels, including executives, technical teams, and end users.
• Resolve support requests in accordance with established guidelines and service level agreements.
• Apply advanced SQL skills to investigate and resolve complex support cases efficiently.

Technical Business Analyst

Account Executive

• Own and manage an assigned territory of Canadian municipal government accounts (<150k population).
• Build, maintain, and progress a healthy pipeline across multiple product lines, ensuring adequate quota coverage to ensure successful attainment.
• Drive full-cycle sales efforts from prospecting and associated activities to successful contract negotiation and execution, utilizing a consultative, value & outcome-based selling approach.
• Lead all stages of the sales process from prospecting through contract negotiation and execution.
• Maintain ownership of sales activity including cold calls, discovery meetings, technical discovery meetings, product demonstrations, etc.
• Conduct initial qualification and discovery to determine client's initiatives and establish solution fit and client trust by aligning Granicus with the agency's desired outcomes.
• Use an engaging and penetrating discovery process to flush out true sales opportunities.
• Prepare engaging presentations and partner with Solutions Consultants to conduct value-driven product demonstrations to groups ranging from 1 to 25 stakeholders.
• Collaborate with cross-functional resources to support the progression of pipeline and execution of closed-won sales including resources from the solution consultant, business development, marketing, proposals, contracting and other teams.

Sales

• Responsible for activities necessary to create and close new business opportunities
• Managing the relationship of current Granicus customers
• Developing and executing a new business/prospecting plan for their territory
• Targeting, calling, and engaging prospects and working with them through the sales cycle
• Building and maintaining a healthy pipeline across the territory
• Qualifying client needs and aligning the value of your solution
• Collaborating with the extended sales team on opportunities
• Logging all sales activities and client contacts in Salesforce
• Other duties as assigned