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!

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