Costa Rica onlyAt Granicus, we understand that public interest technology isn't a one-size-fits-all solution. That's why we developed the Government Experience Cloud — a purpose-built platform to enhance internal and external operations, community engagement, resident services, and trust in government. Acknowledging that technology alone isn't enough to drive change, our skilled experience design agency, efficient implementation practices, and robust data-driven insights, catalyze meaningful change in communities worldwide. Our unwavering commitment to the power of people, process, and technology sets us apart, enabling us to deliver excellence consistently.
This role sits within our broad GXC Services team, which spans our agency, implementation, customer success and customer support teams.
Who We Are: The Customer Experience Analyst Manager is a critical role in GovTech transformation. This role will be accountable for managing a team of Customer Experience Analysts who are responsible for creating materials using analytics to provide data driven insights for Government Experience Cloud customers to measure against their desired outcomes.
How We Show Up to Work: The Experience Analyst Manager will work closely with our cross-functional Government Experience Cloud team ensuring the team provides day-to-day customer experience insights, to support the accurate scoping, profitable on-time and on-target delivery, quality assurance, and ongoing growth of accounts. Supporting the Experience Managers with the data insights to effectively manage their book of business.
The Experience Analyst Manager holds the key responsibility of overseeing the review, analysis, and presentation of qualitative and quantitative insights exclusively to internal stakeholders. We are seeking strong candidates who are passionate about managing a high functioning a team, understand customer behavior and have a strong desire to join a dynamic, engaged, and high-achieving organization. The ideal candidate brings experience in managing a data-driven Customer Success motion and/or data driven consulting. Crucially, you are able to work cross-functionally to accomplish the overall goal of supporting the growth of the customer experience and the success of your team. You are a dynamic corporate citizen reliably contributing to improvement and adherence of business processes, and an active corporate athlete relentlessly pursuing advancement of core competencies.
What your impact will look like here:
- Oversee team efforts to mine, analyze and synthesize data sources using various tools and techniques. Provide supervision, interpret information to provide objective, clear and actionable insights, and implications.
- Manage the translation of customer reporting and data requirements into customer facing collateral to be utilized to drive best practices. Perform campaign data analysis to understand the lift & ROI associated with each program to aid in the development of future strategies.
- Implement team wide analytical methodologies and frameworks to be used for various analytical projects.
- Proactively manage business intelligence and data insights for an assigned portfolio of clients
- Creates dashboards, reports, and visualizations to analyze metrics and develop customer insights leveraging Salesforce, PowerBI, Quicksight and other proprietary Granicus tools.
- Develop customer facing presentation templates including but not limited to quarterly business reviews, bench marking measurements and custom requests.
- Acts as an internal resource for the Experience Managers regarding customer data trends and insights to support increased usage and improved customer experience.
- Partner with Experience Manager leadership on best practices of Granicus products based on market research and cross-functional collaboration.
- Build, nurture and sustain strong internal relationships by maintaining engagement, creating communication plans and portfolio reviews with assigned Engagement Manager.
- Consume Granicus best practices content and review auxiliary metrics via Salesforce report, PowerBI signature dashboards, and make data-driven recommendations based on Granicus benchmarks and client baselines to accelerate adoption.
- Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals.
- Contribute directly to company objectives by streamlining processes for increased efficiency and reducing redundancy across all team efforts.
- Regularly achieve weekly, monthly, and quarterly team targets for SLA response time, report creation, insights gathered, customer business reviews developed.
- Manage performance of individual team members to drive continuous improvement in productivity and quality of work
- Streamlines internal workflows to boost efficiency of the team.
You'll love this job if you have / can:
- 3+ years proven experience managing teams in related field (e.g. marketing/sales, market research, business analytics, strategic planning …)
- Experience managing teams remotely and across time zones.
- Demonstrated experience in quantitative research and statistical/analytical techniques, with experience in qualitative research preferred.
- Experienced in report building from multiple databases including Salesforce, PowerBI, and Quicksight.
- Ability to analyze data to guide internal process improvement and operational excellence.
- Appetite for analytics and advancement driven by data with preferred knowledge of civic management and citizen-engagement tools.
- Experience in developing executive level presentations.
- Strong prioritization skillset utilizing a framework or methodology that can be referenced.
- Appetite for learning and research in both data analytics and public sector trends.
- Ability to excel in a remote environment.
- Excellent organization skills and a passion for process and business systems
- Flexible and nimble - can adapt and effectively prioritize competing tasks.
- Commitment to diversity of thought and consideration of different ideas
- Natural ability to foster internal relationships.
- Ability to thrive in a lean, self-propelling, proactive environment.
- Commitment to diversity of thought and consideration of different ideas.
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 Culture
- The Granicus team 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.
- Want to know more? See more of what we do here.
- 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.
At Granicus and its affiliates, we build transparent, inclusive, and safe spaces 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.- 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 Company - Serving the People Who Serve the People
The Impact
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