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Salary: USD 135,000 - 152,000 / annual
OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S., serving more than 2,000 cities, counties, state agencies, school districts, and special districts. The Manager II, Professional Services leads a team of Implementation Analysts and Consultants, owning delivery quality, team performance, and portfolio-level outcomes across a complex and growing book of business.
In this role, you will operate with significant autonomy to translate delivery strategy into scalable operational processes, drive cross-functional alignment with Sales, Product, and Customer Success, and build team capabilities needed to deliver exceptional implementations at scale.
Key responsibilities include:
- Own end-to-end delivery performance for a team of Implementation Analysts and/or Implementation Consultants, including hiring, onboarding, performance management, and career development.
- Translate functional delivery plans into operational processes, establishing and evolving implementation standards, methodology, and quality benchmarks.
- Drive portfolio health by tracking team utilization, delivery metrics, and project risk, taking proactive action to protect customer and business outcomes.
- Serve as the escalation point for complex implementation challenges, including data transformation, platform configuration, and cross-product workflow design.
- Lead cross-functional alignment with Sales, Product, Engineering, and Customer Success to improve delivery quality and resolve systemic issues.
- Partner with customers at all organizational levels to understand pain points, translate requirements into implementation strategy, and ensure high-satisfaction experiences.
- Identify portfolio-wide patterns and develop scalable solutions—process improvements, tooling enhancements, or methodology updates—that reduce friction and improve efficiency.
- Champion team culture, accountability, and continuous development.
- Contribute to PS operational strategy by sharing insights and participating in cross-functional initiatives.
- Support recruiting, onboarding, and ramp planning to build team capacity.
The ideal candidate brings deep technical acumen, a track record of developing high-performing teams, and the leadership presence to influence outcomes well beyond their direct team. Approximately 25% travel is required.
REQUIREMENTS:
- Bachelor's degree in a related field, or equivalent work experience.
- 5+ years of project delivery experience in a SaaS or technology implementation environment, or equivalent.
- Demonstrated people management experience including performance management, coaching, and team development.
- Proven track record managing complex, multi-project portfolios with high customer-centricity and accountability for outcomes.
- Strong technical acumen: ability to understand and advise on data preparation, system configuration, workflow logic, and product architecture in customer-facing contexts.
- Experience engaging with customers at all organizational levels—from end users to executive stakeholders—with professionalism and strong business judgment.
- Excellent verbal and written communication skills; ability to build trust with internal teams, cross-functional partners, and external customers.
- Strong analytical thinking and systems orientation; ability to model complex customer workflows and develop resolution strategies for non-routine implementation challenges.
- Demonstrated ability to make sound decisions in ambiguous situations while balancing competing priorities, customer needs, and resource constraints.
PREFERRED EXPERIENCE:
- Experience delivering implementations for government agencies or in regulated public-sector environments.
- Familiarity with government budgeting, finance/budgeting solutions, procurement, permitting, licensing, asset management, or related domains.
- Strong Excel skills, including VLOOKUP, pivot tables, and data formatting; experience with ETL tools or workflow automation is a plus.
