Empowering a Modern Digital Government.
CX Enablement Program Manager
Location
United States
Posted
30 days ago
Salary
0
Seniority
Mid Level
Job Description
CX Enablement Program Manager
Granicus
• Stay knowledgeable on government buying, competitive landscapes, and emerging digital government needs. • Curate and maintain a library of enablement assets—guides, workflows, process documents, certifications, and job aids. • Translate complex product information into clear, digestible resources for frontline teams to drive deeper knowledge of what we sell and why it matters. • Partner with product teams to ensure post‑sales teams understand new releases, roadmap shifts, and technical capabilities. • Partner with leadership and use data analysis to identify skill gaps, streamline processes, ensure consistent customer experience, and drive expansion and growth. • Collaborate with Implementation, Support, and Product to ensure training reflects operational needs and evolving customer challenges. • Track enablement effectiveness through assessments, certifications, quality audits, CSAT trends, program metrics, and Experience Partner impact stories. • Facilitate live training workshops, virtual sessions, and small‑group coaching. • Serve as a trusted advisor to post‑sales leadership on enablement strategy and talent readiness. • Engage in structured call listening and call coaching programs, one-to-one coaching, and training to support initiatives, as applicable. • Build structured, competency-based enablement pathways for CSCs and Experience Partners, aligned to customer lifecycle stages and outcome delivery. • Develop a standardized playbook for Customer Success Consultants and a toolkit for Experience Partners to address common government customer challenges.
Job Requirements
- Marketing, or a related field OR equivalent experience
- 2-5 years of experience in enablement, CX program management, customer success, consulting, training, or related fields.
- Proven ability to design and deliver high‑quality enablement programs, ideally within SaaS or GovTech environments.
- Strong understanding of post‑sales motions (support, onboarding, customer success, customer outcomes, advisory services).
- Exceptional communication and facilitation skills, with comfort delivering to both small teams and large groups.
- Experience creating structured learning materials, playbooks, and scalable training assets.
- Ability to analyze data, identify trends, and translate insights into actionable program improvements.
- Highly collaborative mindset with the ability to work across cross-functional revenue impacting teams.
- Strong program design approach with emphasis on change & project management.
Benefits
- 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.
- Bringing in special guests from time to time to discuss issues that impact our employee population
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