Description

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 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.

Granicus is the global leader in customer engagement and experience technology and services for the public sector. 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, Latin America, New Zealand, and Canada.

Granicus is hiring an Executive Escalation & Customer Care Specialist for our Government Experience Cloud Services team. At 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 Executive Escalation and Customer Care (E2C2) Team resolve customer care and deal with escalations coming from customer cases or customer facing teams from Granicus. As they coordinate effort and response, they identify systems and procedures issues that directly or indirectly lead to these situations and drive positive action for change and resolution on behalf of Granicus customers, Technical Support and the overall business.

How We Show Up to Work: E2C2 Specialists form the bridge between Technical Support and other teams within Granicus and deliver enhanced support to Government Experience Cloud Services customers.

E2C2 Specialists address customer issues by:

1. Helping the customer on care issues,

2. Drive toward the escalated case resolution,

3. Identifying and measuring the root cause of the customer's experience failure

4. presenting findings and recommendations to the right people throughout the company who can fix the process or technology that caused the customer pain.

What your impact will look like here:

Report on projects, initiatives, and processes under your care.
Respond to enquiries from Granicus executives and customer-facing teams about escalations.
Provide advice and directions to Technical Support, regarding escalated cases.
Communicate effectively and professionally with other departments in researching complaints and finding a path to resolution.
Provide a detailed root cause analysis for customer advocacy to top level executives.
Recognize system and quality concerns contributing to poor customer experiences and communicate as appropriate both internally and externally.
Submit coaching feedback, news articles and blurbs to ensure that Technical Support is consistently kept up to date.

You'll love this job if you have / can:

Exceptionally strong customer handling and conflict resolution skills
Excellent decision-making skills to effectively manage the needs of the customer and business
Goal driven, able to step back and look at the bigger picture, able to deal with ambiguity
A relentless customer-centricity with excellent English communication skills both verbal and written.
2-3 years Prior experience in Customer Care or Technical Support services
Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.

Security Requirement:

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.

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!

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 with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.

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!