Experience Partner 2

Accountabilities:

• Develop, manage, and strengthen strategic relationships with an assigned portfolio of mid-sized public sector customers, acting as their primary point of contact for owned programs.

• Lead pre-sales discovery, experience definition, project kickoffs, and customer consultations to understand organizational needs and recommend tailored solutions.

• Serve as a trusted adviser and subject matter expert in government customer experience, public engagement, digital communications, consultation, and digital services.

• Create and deliver compelling presentations, strategic proposals, and recommendations that address customer objectives and demonstrate measurable value.

• Support project delivery teams in managing scope, timelines, execution, quality assurance, and customer acceptance to ensure successful outcomes.

• Conduct regular customer check-ins and strategic program reviews, maintaining alignment with customer priorities and identifying opportunities for continuous improvement.

• Protect existing customer relationships and recurring revenue by proactively identifying risks, addressing concerns, and implementing strategies to prevent customer or program churn.

• Drive organic revenue growth by identifying upselling opportunities within existing programs and generating cross-selling opportunities for additional services and solutions.

• Collaborate with internal teams and leadership to identify customer needs, create demand for new services, and contribute to the development of innovative solutions.

• Act as the voice of the customer, communicating feedback, challenges, and emerging requirements to internal stakeholders to improve products, services, and processes.

• Support the development and professional growth of colleagues through mentoring, knowledge sharing, performance feedback, and internal training.

• Represent the organization at industry events, conferences, panels, and other engagements, contributing thought leadership on public sector transformation, customer experience, digital communications, and data-driven services.

• Ensure compliance with project operational standards and applicable information security and data privacy requirements.

Requirements:

• 4–6 years of professional experience in consulting, customer success, enterprise account management, or a related customer-facing role.

• Demonstrated experience managing customer relationships and programs throughout their lifecycle, including discovery, project scoping, delivery, quality assurance, and business development.

• Familiarity with human-centered design principles and approaches to improving customer experiences and digital services.

• Ability to build trusted relationships with government stakeholders and understand their organizational priorities, operational challenges, and service objectives.

• Experience working with public sector organizations is highly desirable.

• Strong commercial acumen, with a proven ability to manage customer portfolios, identify growth opportunities, support revenue retention, and contribute to business development.

• Excellent communication, presentation, consultation, and relationship-building skills, with the ability to engage effectively with stakeholders at different organizational levels.

• Strong project and account management capabilities, including the ability to manage multiple customer relationships, competing priorities, and complex initiatives simultaneously.

• A proactive, self-motivated, and adaptable approach to problem-solving, with the ability to work independently and find creative solutions to challenges.

• Passion for public service, citizen engagement, digital transformation, and improving government communications and services.

• Collaborative mindset, openness to diverse perspectives, and commitment to continuous learning and professional development.

• Ability to handle sensitive customer information responsibly and comply with applicable security and data privacy standards.

Benefits:

• Competitive annual salary ranging from $67,000 to $72,300 USD.

• Fully remote-first working environment.

• Flexible Time Off (FTO) to support work-life balance.

• Company-wide paid wellbeing days.

• Work-from-home reimbursement to support your remote working environment.

• Multiple healthcare plan options, including a 100% employer-paid health plan.

• Employer contributions to Health Savings Accounts (HSA), where applicable.

• Fitness reimbursement program.

• Access to on-demand mental health resources, including Headspace.

• Paid parental leave for birthing and non-birthing parents.

• Traditional and Roth 401(k) retirement plans with a generous employer match.

• 100% employer-paid life and accidental death and dismemberment (AD&D) insurance.

• Access to online learning platforms and professional development resources.

• Inclusive workplace culture supported by employee resource groups, wellness communities, and opportunities to connect with colleagues.

• Opportunities to contribute to meaningful digital transformation projects that improve public services and strengthen relationships between governments and their communities.