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Manager, Customer Care & Escalations

granicus · 30+ days ago
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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.

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. 
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

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!

Last updated on Jun 21, 2024

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