Manager, Customer Care & Escalations

United States (Remote)

Professional Services – Customer/Technical Support /Full Time /Remote

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.

https://jobs.lever.co/granicus/cbc8b984-f50a-446c-a58d-2cc51313ffce

What your impact will look like here:

• Lead and Supervision: Provide leadership, guidance, and supervision to the Customer Care team, ensuring the effective resolution of customer care issues and escalations.
• Escalation Management: Manage escalations from executives or customer-facing teams, driving towards resolution and identifying root causes of customer experience failures.
• Communication: Effectively communicate with Granicus executives, customer-facing teams, and other departments to address escalations and resolve customer issues promptly and professionally.
• Customer Advocacy: Advocate for customers at the highest levels of the organization, providing detailed root cause analyses and recommendations to top-level executives.
• Root Cause Analysis: Conduct detailed root cause analyses of customer issues and present findings and recommendations to relevant stakeholders for process or technology improvements.
• Reporting: Generate reports on projects, initiatives, and processes under your care, providing insights and updates to relevant stakeholders.
• Quality Assurance: Recognize system and quality concerns contributing to poor customer experiences and communicate them internally and externally as appropriate.
• Coaching and Training: Close the loop on continuous improvement acting on identified issues and fixing them.

You will love this job if you have:

•  Bachelor's degree in a relevant field.
• 2+ years of project or program management experience.
• 3+ years of prior managerial experience in Customer Care or professional services.
• Exceptionally strong customer handling and conflict resolution skills.
• Excellent decision-making skills to effectively manage the needs of the customer and business.
• Goal-driven, with the ability to step back and look at the bigger picture and deal with ambiguity.
• A relentless customer-centricity with excellent communication skills, both verbal and written.
• Experience working with, presenting to, and influencing senior executives.
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
• Preferred Qualifications:
• Experience working cross functionally with tech and non-tech teams.
• Lean and/or Six Sigma Certified.
• Familiarity with government or public sector environments and processes.
• Proficiency in Spanish and/or French.

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. 

$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!