Implementation Manager

Job Summary:

Under the supervision of a Professional Services Director or Sr. Manager, the Manager will lead and support a team of Implementation Analysts and/or Implementation Consultants responsible for the successful deployment of OpenGov solutions. This role ensures that customer implementations are completed on time, within budget, and with high customer satisfaction. In addition to team leadership and project oversight, this role requires strong technical acumen, particularly in data preparation, workflow documentation, and product configuration. The Manager I will play a critical role in mentoring the team on technical problem-solving, ensuring quality implementation standards, and partnering cross-functionally to continuously improve delivery efficiency.

Responsibilities:

• Lead, coach, and mentor a team of Implementation Analysts and/or Implementation Consultants, fostering strong team culture, accountability, and continuous development.
• Drive execution of high-quality customer implementations by overseeing data requirements gathering, technical platform configuration, and administrator training.
• Support team members in troubleshooting technical issues related to data formatting, system logic, and configuration workflows.
• Ensure delivery consistency and quality by reinforcing implementation methodology, process documentation, and technical standards.
• Provide hands-on support for complex projects, including advising on data transformation strategies and workflow optimization.
• Understand customer pain points and partner with cross-functional teams to simplify, enhance and automate existing processes that will improve customer workflow.
• Track and manage team utilization, delivery metrics, and project portfolio health to ensure successful outcomes across all implementations.
• Apply sound judgment in balancing competing project priorities, customer needs, and internal resource availability
• Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success to align customer expectations and streamline delivery.
• Identify and mitigate risks across the portfolio, proactively escalating issues and developing resolution strategies.
• Gather and share customer feedback to inform internal process improvements and influence product enhancements.
• Support recruiting, onboarding, and training initiatives to scale the implementation team in alignment with business needs.

Requirements and Preferred Experience:

• Bachelor's degree preferred or commensurate experience demonstrating the ability to perform the above responsibilities; Prior experience in a people management role is highly desirable.
• 3 years of project delivery experience in a SaaS setting.
• Geographic Information Systems (GIS) software experience strongly preferred
• Experience working with customers at all organizational levels with a high degree of professionalism and business acumen.
• Excellent interpersonal, verbal, and written communication skills, with a focus on building trust with both internal teams and external customers.
• Strong leadership skills, with emphasis on fostering team culture, accountability, development, and growth.
• Strategic thinker with a history of effectively solving problems and tenaciously following through to ensure customer success.
• Results-oriented with strong people and time management skills, highly organized, motivated and driven to succeed.
• Demonstrated ability to manage multiple concurrent projects and competing priorities in a fast-paced environment.
• Ability to learn domain, products, and project delivery effectively.
• Strong analytical thinking, systems perspective, and the ability to understand and model customer workflows.
• Ability to understand and articulate product configuration requirements, process logic, and architecture, as well as build and deliver functional presentations.
• Teamwork-oriented with a strong focus on customer satisfaction and business development.
• High standards of excellence in work product with strong attention to detail.
• Capacity to adapt to evolving products and address customer needs strategically.
• Strong track record of motivating self and teams toward excellence.
• Demonstrated ability to balance profitability with customer-service mindset.
• Strong Excel skills, including using Functions/Formulas to format data such as v-lookup, pivot tables, error- checking, and developing properly formatted reports.
• Experience delivering training or support to end users in government or regulated environments..
• Experience with government budgeting concepts, finance/budgeting solutions, procurement, permitting, licensing, asset management or other related fields is advantageous.
• Ability to travel approximately 25% of the time