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.