Manager, Implementation Services

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. 

Want to know more? See more of what we do here.  

PLEASE NOTE - You must reside in Costa Rica to be considered for this position. Candidates living in other countries cannot be considered at this time.

The Implementation Manager is responsible for day-to-day operations of an Implementation  Team. This role ensures customers realize the full value of Granicus’ software and services by starting from a place of deep curiosity toward what is driving client goals and leading an outcome driven team of delivery experts to exceed them. Leading with confidence and care, promoting a high performance culture emphasizing empowerment, quality, productivity, and goal attainment are foundational principles of this role. Expert knowledge and striving to proactively build on established best practices with enthusiasm for client success are cornerstones of this role. 

#PuertoRicoCostaRica

• Direct oversight of Implementation engagements – including delivery, quality assurance, reporting and compliance 

• Lead a team, providing expertise as a trusted advisor and mentor 

• Act as first and primary client escalation point maintaining a positive and proactive approach to executing client initiatives, anticipating client needs and guiding decisions based on data 

• Collaborate, manage and assist in team resource assignments to successfully deliver within the scope of contractual commitments  

• Advocate and evangelize best practice approach to complex project scenarios to ensure long term success and value for all 

• Review and discuss active engagements to ensure expectations are meeting client specific missions and solving core challenges 

• Continuously collaborate with the Customer Support, Customer Success, Sales and Product Management teams among others to remove obstacles and deliver on client objectives 

• Build upon and maintain a team culture that promotes high client satisfaction and reference-ability while developing talent to advance and contribute to services in new ways 

• Provide key performance metrics to the leadership team, highlighting important trends, events, risks and opportunities uncovered 

• Experience implementing and managing multiple complex SaaS projects with large organizations from beginning to end 

• Passion for public sector success 

• Client focus – able to understand what drives customer needs (internal and external) 

• Excitement for managing a team delivering on high visibility projects simultaneous in a fast-paced dynamic environment 

• World class problem solving experience paired with solid interpersonal skills 

• Evidence of comfort in presenting and leading a team virtually and via multiple formats (oral and written)  

• Proven success building, coaching and leading a client facing group 

• Project Management, preferably with public sector clients 

• BA/BS degree or equivalent 

Security Requirement:   

Responsible for “Company”  information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of “Company” information assets in accordance with the company's information security program.

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.