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Full-Time

Manager – Customer Care & Escalations

Confirmed live in the last 24 hours

Granicus

Granicus

1,001-5,000 employees

Cloud-based civic engagement platform for governments

Data & Analytics
Government & Public Sector

Compensation Overview

$68k - $89kAnnually

Mid, Senior

Remote in USA

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Communications
Requirements
  • 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
  • Goal-driven with the ability to deal with ambiguity
  • Relentless customer-centricity with excellent communication skills
  • Experience working with senior executives
  • Ability to work independently and demonstrate flexibility
  • Preferred: Experience working cross functionally with tech and non-tech teams
  • Preferred: Lean and/or Six Sigma Certified
  • Preferred: Familiarity with government or public sector environments and processes
  • Preferred: Proficiency in Spanish and/or French
Responsibilities
  • Provide leadership, guidance, and supervision to the Customer Care team
  • Manage escalations from executives or customer-facing teams
  • Effectively communicate with Granicus executives, customer-facing teams, and other departments
  • Advocate for customers at the highest levels of the organization
  • Conduct detailed root cause analyses of customer issues
  • Generate reports on projects, initiatives, and processes
  • Recognize system and quality concerns contributing to poor customer experiences
  • Close the loop on continuous improvement acting on identified issues

Granicus offers a comprehensive civic engagement platform for government agencies, providing solutions for agenda and meeting management, website and CMS, digital forms and services, digital communications, and records management through cloud-based technologies. With over 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers, Granicus empowers stronger relationships between government and residents.

Company Stage

Series A

Total Funding

$30M

Headquarters

Denver, Colorado

Founded

1999

Growth & Insights
Headcount

6 month growth

6%

1 year growth

14%

2 year growth

25%