Manager II, Professional Services
Job Summary
The Manager II, Professional Services at OpenGov leads a team of Implementation Analysts and Consultants, ensuring delivery quality, team performance, and portfolio-level outcomes across a complex and growing book of business. This role translates delivery strategy into scalable operational processes, drives cross-functional alignment with Sales, Product, and Customer Success, and builds the team capabilities needed to deliver exceptional implementations at scale.
Responsibilities
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 across the team.
Drive portfolio health by tracking team utilization, delivery metrics, and project risk — taking proactive, decisive 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, applying sound judgment to drive timely resolution.
Lead cross-functional alignment with Sales, Product, Engineering, and Customer Success to improve delivery quality, set accurate customer expectations, and surface and resolve systemic issues.
Partner with customers at all organizational levels to understand pain points, translate requirements into implementation strategy, and ensure a high-satisfaction experience from kickoff through go-live.
Identify portfolio-wide patterns and proactively develop scalable solutions — process improvements, tooling enhancements, or methodology updates — that reduce friction and improve delivery efficiency.
Champion team culture, accountability, and continuous development, creating an environment where analysts and consultants are set up to grow and deliver their best work.
Contribute to PS operational strategy by sharing insights, influencing delivery methodology, and participating in cross-functional initiatives that drive scalable growth.
Support recruiting, onboarding, and ramp planning to build team capacity in alignment with pipeline and business demand.
Requirements and Preferred Experience
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 is required.
Proven track record managing complex, multi-project portfolios with a high degree of 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 a customer-facing context.
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; able to build trust with internal teams, cross-functional partners, and external customers.
Strong analytical thinking and systems orientation — able 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.
Ability to travel approximately 25% of the time.
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.
Geographic Information Systems (GIS) software experience.
Strong Excel skills, including VLOOKUP, pivot tables, and data formatting; experience with ETL tools or workflow automation is a plus.