Manager II, Professional Services

About the role

You will lead and support a team of Implementation Analysts and/or Implementation Consultants charged with the successful deployment of OpenGov solutions for public sector customers. In this capacity, you own the end-to-end delivery health of client implementations, ensuring projects meet defined timelines, stay within budget, and achieve high satisfaction scores. You will apply deep technical acumen in data preparation, workflow documentation, and product configuration to solve complex implementation challenges. This position requires mentoring team members on problem-solving approaches and reinforcing strict quality standards across the delivery lifecycle. You will act as a critical bridge between customer needs and internal capabilities by partnering with Sales, Product, Engineering, and Customer Success to align expectations. Additionally, you will analyze and track portfolio health, using insights to drive continuous improvement in delivery efficiency and methodology.

Key facts

What you'll do

Lead, coach, and mentor a team of Implementation Analysts and/or Implementation Consultants to build a strong, accountable, and continuously developing unit focused on deployment success.

Drive execution of high-quality customer implementations by overseeing data requirements gathering, technical platform configuration, and hands-on administrator training sessions.

Support team members in troubleshooting technical issues related to data formatting, system logic, and configuration workflows to maintain momentum and reduce blockages.

Ensure delivery consistency and quality by reinforcing implementation methodology, maintaining process documentation, and upholding technical standards across all engagements.

Provide hands-on support for complex projects, including advising on data transformation strategies, workflow optimization, and system configuration best practices.

Understand customer pain points and collaborate with cross-functional teams to simplify, enhance, and automate existing processes to improve customer workflow efficiency.

Track and manage team utilization, delivery metrics, and project portfolio health to ensure successful outcomes across all implementations and client groups.

Apply sound judgment in balancing competing project priorities, customer needs, and internal resource availability to meet demanding timelines.

Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success to align customer expectations, clarify scope, and streamline delivery activities.

Identify and mitigate risks across the portfolio by proactively escalating issues and developing actionable resolution strategies with stakeholders.

Gather and share customer feedback to inform internal process improvements and influence product enhancements that address real-world deployment challenges.

Support recruiting, onboarding, and training initiatives to scale the implementation team in alignment with business growth and evolving customer demand.

Requirements

Bachelor's degree preferred or commensurate experience demonstrating the ability to perform the above responsibilities; Prior experience in a people management role is desirable and should reflect leading teams in a professional services context.

Possess 3 years of project delivery experience in a SaaS setting, with a track record of managing engagements from initiation to closure.

Demonstrate experience working with customers at all organizational levels, maintaining a high degree of professionalism and business acumen in diverse environments.

Exhibit excellent interpersonal, verbal, and written communication skills, with a consistent focus on building trust with both internal teams and external customers.

Show strong leadership skills, emphasizing fostering team culture, accountability, development, and growth through coaching and structured feedback.

Think strategically, with a history of effectively solving problems and tenaciously following through to resolution and customer success.

Operate in a results-oriented manner, employing strong people and time management skills, staying highly organized, motivated, and driven to succeed in demanding scenarios.

Manage multiple concurrent projects and competing priorities effectively within a fast-paced environment while maintaining attention to detail and quality.

Learn domain, products, and project delivery practices quickly, adapting to new tools, processes, and customer requirements with ease.

Apply strong analytical thinking and a systems perspective to understand and model customer workflows, translating complexity into clear implementation plans.

Understand and articulate product configuration requirements, process logic, and architecture, and build functional presentations to communicate solutions to stakeholders.

Work effectively in a teamwork-oriented environment with a strong focus on customer satisfaction and business development through proactive engagement.

Maintain high standards of excellence in work product, demonstrating strong attention to detail, accuracy, and consistency in all deliverables.

Adapt to evolving products and address customer needs swiftly, balancing operational demands with the introduction of new capabilities and methodologies.

Nice to have

Experience with local and state government technology landscapes and public sector compliance considerations.

Familiarity with enterprise asset management, procurement, contract management, accounting, budgeting, permitting, licensing, and transparency or open data solutions.

Background in leveraging AI and ERP solutions to improve public service outcomes and operational efficiency.

Experience supporting implementation teams in SaaS environments with recurring customer engagements and subscription-based models.

Practical notes

This role is based in the United States, specifically in the state of Illinois, within the Chicago area. The engagement is full-time, requiring availability during standard business hours. Travel may be required depending on project needs and client locations. Candidates must be authorized to work in the United States without sponsorship for this position.