Director, Customer Experience Services (ANZ)

Granicus is hiring for a Director, Customer Experience Services (CXS) for our Australia and New Zealand (ANZ) teams. This role oversees a dynamic, multi-functional team, ensuring the effective implementation of our solutions post-sale, and the life-long customer motions of Success, Technical Support and Renewals. This role emphasizes customer satisfaction, repeatable solution delivery, and strategic alignment with company priorities. As a global company, our staff operate on a remote-first basis, with 40 CXS managers and team members located across Australia.

This role is best suited for a customer-centric leader committed to driving change, fostering innovation, and propelling Granicus forward in delivering exceptional government experiences through strategic leadership and hands-on execution. Strong candidates will have deep experience leading multi-functional, geographically dispersed, teams and the executive presence to represent CXS to government customers in ANZ.  Qualified candidates will also have demonstrated experience aggressively prioritizing competing requirements from a diverse group of stakeholders.

What your impact will look like

• Establish and maintain strong relationships with customers, understanding their needs and ensuring their success with Granicus solutions.
• Oversee the post-sale customer journey, ensuring seamless transitions between customer lifecycle stages and continued satisfaction.
• Drive initiatives aimed at improving customer satisfaction metrics.
• Leverage feedback mechanisms to gather insights from customers, using this data to inform improvements in service delivery.
• Act as a senior point of escalation for customer issues, ensuring prompt and effective resolution of high-impact problems.
• Champion cultural competence, leading a diverse and dispersed team with inclusiveness.
• Mentor and develop operational leaders, preparing them for future challenges and opportunities.
• Foster a culture of innovation and continuous improvement within the team.
• Lead change management efforts, effectively managing transitions and keeping the team aligned with the company’s vision and strategic goals.
• Develop strategies for services-generated revenue, including planning, forecasting, and execution.
• Enhance project and product-line profitability, improving productive and billable utilization.
• Facilitate the integration and alignment of teams globally, operating within a matrixed environment.

You will love this role if you have

• Customer-centric leader who is passionate about building and nurturing long-term relationships with public sector customers.
• Proven track record of improving customer satisfaction and loyalty metrics within a technology or SaaS (Software as a Service) environment.
• Effective communicator who can articulate value, address concerns, and foster positive experiences throughout the customer lifecycle.
• Adept problem-solver with the ability to quickly address customer issues, ensuring they feel supported and valued.
• Demonstrated elevated level of cultural competence, with experience leading diverse and geographically dispersed teams.
• Strong advocate for innovation and continuous improvement, with a track record of implementing successful new strategies.
• Skilled in data-driven decision-making, with an analytical approach to understanding customer needs and service delivery performance.
• Experienced in managing change, with the ability to guide and motivate teams through growth phases and organizational transitions.
• Proficient in financial planning and analysis, with experience in forecasting, budgeting, and managing services-generated revenue.
• Committed to enhancing project and product-line profitability through strategic planning and operational efficiency.

Additional Qualifications

• 10+ years of experience in business and/or services operations, ideally leading multi-functional, distributed teams.
• 5+ years of expertise working for, or working with, governments on Digital Transformation and/or Customer Experience initiatives.
• Strong organizational abilities and attention to detail.
• Willingness to adapt to the needs of a global, remote-first organization.
• Available for travel as needed.

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.