• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations
• Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations
• Coach team members and foster a culture of inclusion and commitment to personal and professional growth
• Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals
• Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate.
• Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases.
• Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction
• Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution
• Assist the cross functional team to integrate new company acquisitions into standard support processes
• Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements
• Arrange your team to provide timely updates to internal and external documentation, including processes and training resources.
• Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates).
• Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner.

• 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment
• Ability to maintain a calm demeanor in a fast-moving environment
• Strong time management skills and ability to effectively prioritize tasks in line with business requirements
• Ability to address issues with staff using empathy, humility and tact
• Strong recruitment selection skills and willingness to assist other managers in their hiring process for resume reviews and panel interviews
• Direct experience of HR processes such as grievance, PIP and dismissals
• Strong history of working cross-functionally to identify opportunities for improvement and implementing those positive changes
• Excellent verbal and written communication skills, both internally and client facing
• Experience de-escalating clients or situations, providing clear and actionable paths to overcome disagreements or issues
• Experience with back-end systems such as Salesforce Service Cloud, Jira etc.
• Experience creating/editing reports using tools such as Salesforce, PowerBI etc.
• Experience with multi-channel contact centers, such as chat, phone, email, portal, etc.
• Familiarity with Agile development methodology
• Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable.

• 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.

• 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

• 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.

Flexibility & Balance

• 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.

• Multiple Health Plan Options – Including a 100% employer-paid plan.
• Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
• Fitness Reimbursement Program – Stay active, your way.
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

• Paid Parental Leave – For both birthing and non-birthing parents.
• Traditional & Roth 401(k) – With a generous company match.
• Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.

• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.