Job SummaryOpenGov is modernizing the way government operates - and our Professional Services team is at the center of every successful customer deployment. 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. Operating with significant autonomy, 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. 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.
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.
Compensation:Chicago, IL: $125,000 - $150,000
On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.
The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.
Benefits That Work for YouEnjoy an award-winning workplace with the benefits to match, including:
- Comprehensive healthcare options for individuals and families
- Flexible vacation policy and paid company holidays
- 401(k) with company match
- Paid parental leave, wellness stipends, and HSA contributions
- Professional development and growth opportunities
- A collaborative office environment with weekly catered lunches.
