Granicus LAC

Role Description Responsible for assisting with advertising contract implementation and supporting Destination Marketing Organization (DMO) publishers with requests related to paid content on their sites. This role works directly with advertisers after the sale of their ad contract to: - Gather creative assets - Answer questions - Write copy - Edit/crop images - Create proofs - Traffic ads to the website At the launch of a campaign, the Digital Advertising Support Specialist assists with quality control checks and follow-up emails to advertisers to confirm that their program is live. After campaigns have been implemented, the Digital Advertising Support Specialist assists advertisers throughout their contract life cycle to: - Provide performance data - Make updates to their program The Digital Advertising Support Specialist communicates with customers and DMO partners through email, phone, and video calls and utilizes various software tools to: - Navigate customer accounts - Research and review account history - Enter data - Communicate effectively to fulfill customer requests Qualifications - Related experience in marketing, advertising, or social media - Skilled in writing marketing copy for paid content with strict character limits - Excellent English communication skills (written, comprehension, and verbal) - Intermediate Adobe Photoshop skills - Desktop computer proficiency - Intermediate skills with Windows 11 and Microsoft Office 365 (Outlook, Teams, OneDrive, Sharepoint, Excel, Word, etc.) - Able to successfully navigate websites - Experience with Salesforce is a plus - Experience in the Travel and Tourism industry is a plus - Good communication with team members and customers - Detail-oriented, with exceptional problem-solving skills - Effective project management skills - Adaptable and enjoys working in a fast-paced, high-volume dynamic environment - Ability to meet deadlines without compromising accuracy - Patient and helpful when interacting with customers - Able to avoid jargon and explain industry-specific concepts - Ownership of customer issues and seeing them through to resolution - Situational judgment to determine actions - Able to prioritize customer needs - Demonstrates interpersonal skills with a diverse customer base - Good comprehension skills — ability to clearly understand and state customers' requests - Excellent documentation and typing skills - Good composition skills — ability to compose a grammatically correct, concise, and accurate written response - Works successfully in a team environment as well as independently 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. Benefits - Remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. - Building a transparent, inclusive, and safe space for everyone. - Employee Resource Groups to encourage diverse voices. - Coffee with Mark sessions to interact with our CEO on important issues. - Microsoft Teams communities focused on wellness, art, family, and more.

Role Description Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company. Come use our state-of-the-art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products. - Obtain and retain product knowledge for a wide variety of Granicus products - Assist Leadership team in daily duties including but not limited to: - Phone queue availability - Daily inbound queue monitoring - Case assignments - Provide assistance in case escalations from TS team to management - Assist team members in more difficult cases - Monitor TSR cases as per the Quality Control Process - Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services - Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use - Maintain and develop expert product knowledge for various Granicus products - Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) - Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency - Contribute to 24/7/365 on-call support - Be part of a fast-growing, positive company that contributes to helping more people live better lives Qualifications - 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. 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. Benefits - Flexible Time Off – Take the time you need to rest, recharge, and live your life. - Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. - Work From Home Reimbursement – Support a productive home office environment. - Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family. - On-Demand Mental Health Support – Access to Headspace and other wellness tools. - Pension Plan and Retirement options - Online Learning Platforms – Fuel your professional development. - Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Role Description The Granicus Experience Group (GXG) is Granicus’ in-house digital agency, a cross-functional team of strategists, analysts, communicators, and Granicus technology experts focused on customer experience and digital communications. We leverage best-in-class human-centered practices and a design-thinking approach to help our federal, state, and local government customers better connect with the people they serve. GXG is a fast-growing agency at a high-growth tech company, seeking a Consultant for our Experience Practice Area to apply a human-centered approach to digital experience planning, using empathy, data, and insights to nurture the connection between people and government. - Analyze the current state of clients’ customer experience. - Map an idealized journey to meet clients’ goals and inspire new approaches. - Lead discovery activities to understand customers’ audiences and overall goals. - Conduct interviews, facilitate workshops, and review content or data to glean insights. - Develop actionable plans for enhanced digital experiences, including personas, customer journeys, messaging frameworks, and more. - Collaborate closely with communications and data teams to evaluate the effectiveness of plans over time. Qualifications - 5+ years of consulting, digital strategy, user experience, or customer experience preferably in a digital/social media company serving government or at a government agency. - Proficient in core CX skills, e.g., human-centered design, journey mapping, persona development, content strategy, quantitative and qualitative research methodologies. - Proficient in digital-communications tools, preferably the Granicus family of products. - Solid written, verbal, and presentation skills, along with workshop facilitation skills in a heavy client-facing capacity. - Experience digesting data and deriving insights that lead to actionable recommendations. - Strategic thinker with the ability to exercise independence, autonomy, and sound judgment. - Ability to be flexible in a changing work environment and to work well under pressure. - Experience and/or enthusiasm for working with government. - Maintain awareness and understanding of government news and digital communications industry developments. Requirements - Execute comprehensive multichannel strategy projects for public sector clients. - Perform discovery and planning functions, including stakeholder and audience interviews, content audits, and overall current state analysis. - Offer expertise and recommendations to clients, collaborating with internal team members and contractors. - Act as a primary client feedback conduit to GXG leadership. - Continuously demonstrate a polished, professional relationship with colleagues and clients. - Occasionally represent the Granicus Experience Group in speaking roles, panel participation, webinars, and client outreach. - Become an expert on Granicus products and future product development. - Set the standards for and ensure quality in all client deliverables. - Guide and mentor junior team members in project execution. - Shape the client strategy and put forward product enhancements based on client need. Benefits - Remote-first company with a globally distributed workforce. - Employee Resource Groups to encourage diverse voices. - Coffee with Mark sessions for interaction with the CEO on important issues. - Microsoft Teams communities focused on wellness, art, family, and more. - Opportunities to attend and participate in industry conferences and workshops.

Role Description The Granicus Experience Group (GXG) is Granicus’ in-house digital agency, a cross-functional team of strategists, analysts, communicators, and Granicus technology experts focused on customer experience and digital communications. We leverage best-in-class human-centered practices and a design-thinking approach to help our federal, state, and local government customers better connect with the people they serve. GXG is a fast-growing agency at a high-growth tech company, seeking a Communications Coordinator for our Communications Practice Area to contribute to the design, development, and delivery of omnichannel campaigns and content to fit the unique needs of our customers. - Support key message development, evaluation of current customer content, and identification of optimization opportunities. - Develop, deliver, and manage customers’ account configuration solutions to support outreach requirements for segmentation and personalization. - Support the development of email campaign plans, A/B testing, campaign building, segmentation, and outreach tracking strategies. Qualifications - 1+ years of email campaign support, preferably in a digital/social media company serving government or at a government agency. - Strong understanding of email and web writing best practices, including adhering to proper reading grade levels and accessibility requirements. - Demonstrated ability to write clear and concise email, SMS, and web copy, with a focus on concise messaging and engagement-driving efforts. - Solid written, verbal, and presentation skills, with a passion for creative campaigns and content, preferably with customer-facing experience. - Ability to create content across email, SMS, social, and web, guided by best practices for A/B testing and data-driven insights. - Understand and use digital tools, technologies, and trends, leveraging those for customer success. - Ability to be flexible in a changing work environment and work well under pressure. - Enthusiasm for working with government. Passionate about public service, citizen engagement, and all things digital. - Thrive in a fast-paced environment while demonstrating strong personal initiative and on-time delivery of project tasks and deliverables. - Maintain awareness and understanding of government news, as well as digital communications and industry developments that apply to the position and responsibilities. Requirements - Support digital campaign execution for public sector clients across Granicus’ evolving suite of digital products. - Draft and send content for clients’ various email, SMS, social media, and web-based campaigns aligned to best practices for each communication channel. - Incorporate plain language principles and storytelling techniques to ensure messages are easily understood and emotionally engaging. - Participate in developing, delivering, and managing technical solutions to support outreach requirements. - Ensure alignment of technical solutions with reporting needs, pulling data & insights to measure the effectiveness of campaigns. - Maintain proactive approaches to executing customer projects, demonstrating initiative, and following best practices. - Develop impactful calls-to-action (CTAs) and structure email content for readability using formatting techniques to enhance user experience. - Analyze customer data for effective audience segmentation and implement personalized messaging strategies for targeted email and SMS campaigns. - Design and execute A/B tests on subject lines, SMS copy, and content to optimize performance metrics. - Monitor and analyze the performance of email and SMS campaigns, using insights to refine messaging and improve future campaigns. - Become an expert on Granicus products and future product development by keeping abreast of new and upcoming enhancements to our platform. Benefits - Remote-first company with a globally distributed workforce. - Employee Resource Groups to encourage diverse voices. - Coffee with Mark sessions for interaction with the CEO on important issues. - Microsoft Teams communities focused on wellness, art, family, and more. - Special guest discussions on issues impacting the employee population. Company Description 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. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers. Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.

Role Description The Proposal Coordinator plays a key role in supporting the development and submission of sales and marketing proposals. This position will work closely with other Coordinators and Proposal Managers to provide administrative assistance, helping organize proposal content, develop presentations, create proposal graphics, and manage the process from intake to submission. The Proposal Coordinator will assist in overseeing the development of proposal materials and collaborate with cross-functional teams, including marketing and business personnel, to ensure the timely and accurate submission of high-quality proposals. What Your Impact Will Look Like - RFx Activities - Independently manage smaller proposals/renewals (typically up to $85,000 USD annual contract value though some deals may be quite larger), including creating project plans and assigning roles and responsibilities. - Review RFP documents for compliance requirements and flag risks. - Use Salesforce to delegate tasks to Contracts/Legal and to acquire technical solution support. - Compile qualification materials, graphics, and layouts to align with brand standards. - Ensure delivered proposals are compliant and responsive to the agency's needs. - Ensure deadlines are met through strong task and schedule management. - Writing & Editing - Draft and/or edit sections of proposals, marketing content, and qualification materials including win themes and executive summaries (with the assistance of AI tools). - Use Loopio to review and edit responses to technical questionnaires/related materials. - Demonstrate clarity, accuracy, and persuasiveness in written contributions. - Maintain attention to detail in formatting, grammar, and compliance. - Tools & Process Management - Demonstrate advanced skills in Microsoft Word formatting and layout. - Use Salesforce, SharePoint, Adobe Acrobat, PowerPoint, and Excel effectively to support proposal production. - Apply quality control checks to ensure proposal accuracy and compliance. - Use proposal automation/content management tools such as Loopio or similar tools (like Qvidian). - Use AI (CoPilot, Glean, Crayon, or similar tools) to automate portions of the response process (including writing, creating win themes, identifying discriminators, etc.), and use it to generate new content to reduce the time needed to craft responses. - Collaboration & Stakeholder Engagement - Build positive relationships with Sales, Renewals, Solution Consultants, and Contracts teams. - Self-starter that can work independently and delegate & monitor tasks for other team members. - Communicates clearly about timelines, expectations, and deliverables. - Handles feedback professionally, maintaining constructive relationships. - Works effectively across time zones and under deadline pressure (primarily support US time zones). Qualifications - Post secondary education in Journalism, Communications, Project Management or related field. - 2 years of strategic writing experience (including development of proposals/templates, grants, executive summaries and/or technical/security specifications). - 2 years of experience assessing, developing, and managing proposals for small to medium software and services opportunities. - Experience with state/provincial, municipal, or federal government procurement processes an asset. - Experience in a software or professional services industry considered an asset. - Advanced skills in Microsoft Word and experience with large and complex document formatting techniques. - Proficient with Microsoft Excel, SharePoint, Adobe Acrobat, and Salesforce or other sales CRM tool. - Microsoft Project and PowerPoint is considered an asset. - Strong business writing, editing, and communication skills. - Excellent attention to detail and a high regard for accuracy and quality. - Understanding of basic financial and legal terms and functions, along with experience working with budgets and schedules (e.g., Gantt charts). - Strong interpersonal, organizational, and time management skills with the ability to work successfully in a fast-paced environment with changing workload demands. 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. Benefits - We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. - 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 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. Job Summary The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are master troubleshooters and follow consistent, logical steps to identify/replicate issues, isolate causes and report back to clients on resolution. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public. This person will also work on other programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction. What Your Impact Will Look Like - Field complex/escalated issues for high value or critical clients - Work directly with clients to understand issues, document in a case, and work towards resolution. - Uphold SLA’s regarding responsiveness on individual cases. - Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team. - Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary. - Validate and identify product bugs and be able to document the expected behaviors for resolution. - Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps. - Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention. - On-call support - Help train more junior members/ customer support representatives on our software and processes - Updating the ticket tracking system to provide an accurate, and current, status of support issues. - Creating Knowledge Base articles to expand the knowledge for handling support issues. - Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems. You Will Love This Job If You Have - Ambitious, self-driven and an enthusiastic approach to problem-solving. - Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution. - 1 year experience providing technical support for cloud-based software or services. - Able to convey complex technical issues to other experts, as well as technical novices. - You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other. - You have a technical degree in Computer Science or equivalent experience (2+ yrs.). Good to have but not mandatory if: - You have relational database experience (MSSQL & PostgreSQL preferred). - You have experience with administering windows desktops, servers and embedded systems - You have enterprise SaaS or web-hosted software knowledge. - You have experience with streaming/video playback - You have experience with Github, CI / CD, software deployment. About Us 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! 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 bea 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 andsometimes 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 employeepopulation 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 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. Job Summary Summary Description The Experience Partner 1 is a mid-level role responsible for managing a portfolio of mid-tier clients across the full customer lifecycle. This includes participating in pre-sales discovery, leading implementation coordination, and ensuring long-term client success through strategic engagement, program reviews, and growth planning. This role requires a balance of consultative client management, cross-functional collaboration, and a proactive approach to identifying opportunities for improvement and expansion. What Your Impact Will Look Like Essential Function - Manage a portfolio of up to 30 mid-tier clients with low to moderate complexity and up to $1.5M ARR. - Participate in pre-sales discovery sessions and contribute to solution design and proposal development. - Lead implementation planning and onboarding coordination, ensuring alignment with client goals. - Conduct semi-customized program reviews and provide strategic recommendations. - Identify upsell and cross-sell opportunities and collaborate with sales and product teams. - Serve as the primary point of contact throughout the client lifecycle. - Maintain accurate records of client interactions, milestones, and engagement metrics. - Collaborate with internal teams to ensure timely delivery and client satisfaction. You Will Love This Job If You Have Knowledge/Skills/Abilities - Understanding of customer success principles and SaaS business models. - Familiarity with digital transformation in the public sector. - Knowledge of project management and implementation best practices. - Strong analytical and communication skills. - Proficiency in CRM tools (e.g., Salesforce), Microsoft Office, and collaboration platforms. - Ability to manage multiple client relationships and competing priorities. - Ability to work independently and proactively solve problems. - Ability to build trust and credibility with clients and internal stakeholders. - Ability to translate client needs into actionable strategies and solutions. Experience/Credentials: - Bachelor’s degree in Business, Public Administration, Communications, or related field. - 2–4 years of experience in consulting, customer success, or account management. - Experience with SaaS platforms and digital tools preferred. Other Job Info This role is typically performed on a computer using Zoom or Teams. The individual will be on camera throughout the day engaging with other employees and clients. The role is typically performed indoors within a home office environment. This role is typically performed while sitting or standing at a desk. 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. EEO Statement: We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws. About Us 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! 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 bea 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 andsometimes 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 employeepopulation 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 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. Job Summary The Renewals Specialist, an entry-level administrative position, under the supervision of the Manager-Renewals, is responsible for managing and closing a predetermined set of existing client accounts in a timely and efficient manner. Working with Finance, Sales and Legal teams as necessary, the Renewals Specialist is responsible for successfully securing subscription renewals, and processing contract documentation and purchase orders. Granicus is a remote first company. While we have virtual teams, you have the option for inoffice work should you be located near one of our hubs. #CostaRica What Your Impact Will Look Like - Prepare renewal quotes for Granicus contracts in your pipeline 120 days prior to expiration and submit to clients. - Manage agreements efficiently and accurately from start to finish including logging and updating the contract management system. - Review and complete action items on the Salesforce dashboard in a timely manner. - Contact and follow up with clients and partners in accordance with renewal processes to ensure timely renewal, with the expectation that 100% of the designated client accounts will be closed by the renewal date. - Manage customer requests for contract amendments, merges, cancellations, and transfers; escalate to Contracts Specialist as appropriate. - Review and interpret contractual terms and conditions with escalation to Contract Specialists as necessary. - Though not a Sales role, the Renewals Specialist should be able to identify upsell, and expansion leads in client account review and log them promptly and accurately in Salesforce for sales engagement. - Partner with Sales, Contract Specialists, and Customer Success to save any at-risk and late renewals. - Validate client entitlements and other contract attributes. - Ensure accurate post-signature processing of orders as they are received. Additional renewals projects as assigned. You Will Love This Job If You Have - Early in career. - Must be fluent in Spanish and English. - Ideal candidates may have a background in Customer Service, Business Administration, Banking, or Finance. - Attention to detail required. - Exceptional written and verbal communication skills. - Comfortable interacting with all levels of a professional organization. - Outstanding interpersonal skills, customer service, and communication (in person, over the phone, and through electronic communications and social media) - Must thrive in an environment of measurable performance management. - Strong ability to navigate multiple software platforms. - Strong time management and organizational skills. - Strong self-starter with the desire and ability to succeed in a fast-paced, high-growth environment. About Us 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! 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 bea 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 andsometimes 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 employeepopulation 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 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. Job Summary The SEO Analyst is a customer-facing role that focuses on providing expertise and strategic consulting to Simpleview’s search engine optimization (SEO) clients. They focus on growing traffic and conversions through SEO and conversion rate optimization (CRO), but may also occasionally provide guidance in paid media and other digital marketing campaigns. SEO Analysts support their clients by understanding their digital marketing objectives, conducting research and analysis, monitoring performance and providing recommendations to improve website traffic and meet client goals. The SEO Analyst accurately understands the client’s goals and objectives and effectively communicates that information to others within the organization. What Your Impact Will Look Like Account Management and Customer Service - Manages SEO and CRO services for all assigned accounts, to include meeting all service level agreements. - Conducts phone and face-to-face consultation, reporting, and training with clients. Delivers presentations. - Educates clients about SEO and CRO, including best practices. Provides recommendations for better results. - Manages client communications and scope changes during project execution. Provides professional feedback and guidance when unreasonable demands are made. - Reviews and responds to clients without delay and with complete answers. - Assists customers with technical implementations. - Creates and maintains positive client relationships and high level of client satisfaction. - Identifies and communicates upsell and cross-sell opportunities. SEO Research and Analysis - Conducts thorough on-page optimization and site health checks. - Analyzes data trends and organic performance, develops strategic SEO plans and conducts SEO activities to attain high visibility on search engines. - Implements creative ways to improve organic results and works closely in a consultative role with the clients and SEO team. - Explains SEO performance issues to clients in ways that are clear, understandable and valuable. Report Creation and Presentation - Utilizes Google Analytics, Search Console, SEMRush, and other platforms to review SEO performance and provide descriptive, predictive and prescriptive analyses. - Provides complete and correct monthly and quarterly reports by the 10th business day of the following month. Ensures delivery of all reports at least 48 hours prior to client call. - Conveys analysis and recommendations in the report that are useful and unique to the client. Ticket Completion - Properly executes and produces all contracted items within an SEO project’s stated scope of work. - Thoroughly reads, understands and completes assigned tickets quickly without compromising quality. - Creates and submits detailed tickets to SEO Specialists, developers or other departments for support when necessary. - Reviews tickets when complete and checks for accuracy before closing the ticket. - Self-manages ticket queue and assigns tickets as necessary for issues that arise, including new page optimizations. - Develops and executes annual SEO Account Plan items on time and paces accounts appropriately. Conversion Rate Optimization - Ideates and executes data-driven A/B tests for client websites - Utilizes Growthbook and Google Analytics for reporting - Works with client to implement winning strategies across client’s website Technical SEO - Applies common SEO tools with confidence, including Google Analytics, Google Tag Manager, Google Keyword Planner, Google Search Console, SEMrush and Growthbook to assess SEO performance. You Will Love This Job If You Have This position requires a talented digital marketer who exhibits the following attributes: - 1-3 years for SEO experience, preferably in a client-facing role - Demonstrates a strong background with Google Analytics and other digital SEO tools like Google Search Console, SEMRush, Mouseflow, Screaming Frog and MOZ, among others. - Develops and executes search engine optimization initiatives to drive incremental search traffic. - Exercises critical thinking to conduct thorough analysis that results in actionable insights. - Is passionate about SEO and remains knowledgeable about trends and best practices. - Communicates clearly, effectively and persuasively in both written and verbal forms. - Exercises good judgment to take smart action and solve problems, does not require constant oversight, does more than the bare minimum and performs under pressure. - Maintains high standards and provides work that is professionally composed and free of error - A degree is not a requirement. The ideal candidate has a minimum of a year of industry-agnostic experience conducting search engine optimization in a client-facing role. Although actual travel is relatively minimal, the ideal candidate must be willing and able to travel domestically or internationally. About Us 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! 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 bea 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 andsometimes 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 employeepopulation 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 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. Job Summary Job Title: Senior Technical Support Manager (Sr. Manager) Summary Description The Technical Support Senior Manager is an experienced leader responsible for driving operational excellence across a global, multi-channel support organization. This role oversees a 24/7/365 operation, ensuring effective staffing and service delivery across phone, chat, portal, and email channels. A strong background in technical support, team leadership, and performance management is essential, along with a proven ability to foster high-performing, customer-focused teams. Success in this role requires a strategic mindset, strong cross-functional collaboration skills, and the ability to lead transformational initiatives aligned with company goals. The Senior Manager partners closely with product, engineering, and implementation teams to resolve complex issues, improve processes, and elevate the customer experience. Regular engagement with key clients and executive stakeholders, combined with the ability to analyze support trends, extract insights, and lead meaningful change, is essential to the success of the Senior Technical Support Manager. Essential Functions Knowledge/Skills/Abilities: - Recruit, hire, and train high-performing technical support teams across global locations - Oversee support delivery for one or more product suites, ensuring contractual coverage - Foster a culture of inclusion, growth, and accountability within the team - Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff - Lead strategic improvement initiatives and collaborate across teams for broader rollout - Manage time-critical communications for incidents, maintenance, and releases - Drive performance against KPIs including response time, resolution time, and customer satisfaction - Own senior-level client escalations and support the team in de-escalating complex situations - Support integration of new acquisitions into standard support processes - Identify reporting needs and partner with Business Systems to deliver accurate insights - Ensure timely updates to internal and external documentation and training materials - Serve as on-call Client Communications Manager during critical incidents (rotational) - Collaborate with technical stakeholders to minimize customer impact during maintenance Experience/Credentials - 5+ years of direct leadership experience in a client-facing technical support role, ideally within a SaaS or technical environment - Technical experience across one or more of the following: networking, system troubleshooting, streaming/video infrastructure, database administration, front-end and or back-end development - Proficiency with backend systems (Salesforce Service Cloud, Jira) - Experience with reporting tools (Salesforce, Power BI) - Proven ability to lead calmly and effectively in high-pressure environments - Excellent communication, time management, and prioritization skills - Skilled in empathetic and tactful staff management - Experience with recruitment, resume review, and panel interviews - Familiarity with HR processes including grievance, PIP, and dismissals - Track record of cross-functional collaboration and change implementation - Experience managing escalations and resolving client concerns - Knowledge of multi-channel support operations (chat, phone, email, portal) - Familiarity with Agile development methodology - Certifications such as ITIL Foundation, Microsoft, AWS, or CompTIA A+ (preferred) 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. About Us 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! 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 bea 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 andsometimes 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 employeepopulation 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.