Employers / Recruiters

Director, Customer Experience Services (Australia & New Zealand)

granicus · 23 days ago
ANZ (Remote)
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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. 

**Candidates must live in Australia or New Zealand to be considered**

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. 
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.

Last updated on Jun 28, 2024

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