Manager, Experience Cloud Specialists

Accountabilities:

• Lead, coach, and develop a team of Experience Cloud Specialists, Senior Specialists, and Operations Specialists, establishing clear performance expectations, development plans, and career progression opportunities.

• Establish effective team operating rhythms, including regular meetings, individual coaching sessions, pipeline reviews, forecasting, territory planning, and strategic account discussions.

• Drive customer adoption and platform growth strategies, identifying opportunities for cloud migrations, legacy solution replacements, upgrades, renewals, and expansion initiatives.

• Coach team members on consultative selling, customer discovery, executive engagement, solution positioning, commercial strategy, and opportunity management.

• Develop customer-specific platform strategies that connect government priorities with technology capabilities, AI-powered solutions, data insights, and measurable business outcomes.

• Oversee pipeline health, opportunity qualification, forecasting, prioritization, and reporting, ensuring leadership has clear visibility into performance, risks, and growth opportunities.

• Support complex and high-value customer opportunities, providing strategic guidance and coordinating cross-functional resources to overcome challenges and accelerate decisions.

• Ensure operational teams effectively support pricing analysis, quotations, contracts, renewals, commercial scenarios, CRM accuracy, and transaction execution.

• Build strong relationships across Sales, Customer Success, Product, Solution Consulting, Finance, Legal, Operations, and executive leadership to improve collaboration and customer outcomes.

• Develop and continuously improve sales methodologies, playbooks, engagement frameworks, enablement resources, reporting standards, and scalable operating processes.

• Leverage customer insights, performance data, automation, and AI-enabled workflows to improve team productivity, operational efficiency, and decision-making while maintaining appropriate human oversight.

• Represent the team in executive meetings, customer engagements, strategic workshops, industry events, and internal training sessions while promoting a culture of accountability, innovation, and continuous improvement.

Requirements:

• Minimum of 5 years of experience in government technology, SaaS, public-sector consulting, customer success, solution consulting, strategic sales, account management, or a related field.

• At least 2 years of experience managing customer-facing teams or leading significant cross-functional programs.

• Proven track record of driving customer growth, platform adoption, cloud migrations, technology modernization, renewals, upgrades, and expansion initiatives.

• Demonstrated experience coaching professionals in consultative discovery, executive engagement, platform positioning, and commercial opportunity management.

• Strong understanding of sales pipeline management, forecasting, opportunity qualification, recurring revenue models, and commercial performance.

• Solid knowledge of state and local government operations, procurement processes, organizational structures, and public-sector technology modernization priorities.

• Experience developing operational frameworks, sales methodologies, governance structures, playbooks, training programs, and scalable processes.

• Demonstrated ability to lead cross-functional initiatives, influence stakeholders without direct authority, and coordinate complex projects.

• Strong analytical, research, and problem-solving skills, with the ability to translate customer and business data into actionable strategies.

• Excellent communication, presentation, facilitation, negotiation, and change-management skills, including the ability to engage confidently with senior executives and government leaders.

• Working knowledge of SaaS contracting, pricing, quoting, renewals, product transitions, Salesforce, and recurring-revenue processes.

• Familiarity with AI-enabled workflows, business automation, and operational transformation is preferred.

• Experience working directly with state or local government customers is highly desirable.

• Knowledge of government-focused SaaS platforms and customer lifecycle management is an advantage.

• Relevant training or certifications in leadership, consultative selling, value selling, customer success, or change management are considered a plus.

• Commitment to continuous learning, collaboration, customer focus, responsible AI adoption, and professional development.

Benefits:

• Competitive annual salary ranging from $104,000 to $135,000 USD.

• Competitive bonus opportunities.

• 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 home office.

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

• Employer-paid life and accidental death and dismemberment (AD&D) insurance.

• Access to online learning platforms and professional development opportunities.

• Inclusive and collaborative workplace culture supported by employee resource groups and wellness communities.

• Opportunities to contribute to meaningful public-sector technology initiatives that improve government services and communities.