Experience Partner 2
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Key details
- Location
- United States
- Work style
- Remote
- Level
- Mid level
- Job type
- Full-time
- Experience
- 4–6 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 5h ago
Skills
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Experience Partner 2 based in the United States.
The Experience Partner 2 will play a key role in building strong customer relationships and delivering impactful digital transformation initiatives for public sector organizations. This position combines consulting, customer success, strategic account management, and technology expertise to help government agencies improve their services and citizen engagement. You will act as a trusted adviser, guiding customers from initial discovery and solution design through implementation and ongoing optimization. Working closely with internal teams and external stakeholders, you will identify opportunities to improve customer experience while supporting business growth. The role also involves managing a portfolio of mid-sized customers, protecting existing revenue, and identifying opportunities for expansion. This is an excellent opportunity to contribute to meaningful public service innovation in a collaborative, remote-first environment.
Accountabilities:
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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.
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Lead pre-sales discovery, experience definition, project kickoffs, and customer consultations to understand organizational needs and recommend tailored solutions.
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Serve as a trusted adviser and subject matter expert in government customer experience, public engagement, digital communications, consultation, and digital services.
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Create and deliver compelling presentations, strategic proposals, and recommendations that address customer objectives and demonstrate measurable value.
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Support project delivery teams in managing scope, timelines, execution, quality assurance, and customer acceptance to ensure successful outcomes.
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Conduct regular customer check-ins and strategic program reviews, maintaining alignment with customer priorities and identifying opportunities for continuous improvement.
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Protect existing customer relationships and recurring revenue by proactively identifying risks, addressing concerns, and implementing strategies to prevent customer or program churn.
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Drive organic revenue growth by identifying upselling opportunities within existing programs and generating cross-selling opportunities for additional services and solutions.
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Collaborate with internal teams and leadership to identify customer needs, create demand for new services, and contribute to the development of innovative solutions.
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Act as the voice of the customer, communicating feedback, challenges, and emerging requirements to internal stakeholders to improve products, services, and processes.
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Support the development and professional growth of colleagues through mentoring, knowledge sharing, performance feedback, and internal training.
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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.
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Ensure compliance with project operational standards and applicable information security and data privacy requirements.
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4–6 years of professional experience in consulting, customer success, enterprise account management, or a related customer-facing role.
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Demonstrated experience managing customer relationships and programs throughout their lifecycle, including discovery, project scoping, delivery, quality assurance, and business development.
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Familiarity with human-centered design principles and approaches to improving customer experiences and digital services.
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Ability to build trusted relationships with government stakeholders and understand their organizational priorities, operational challenges, and service objectives.