Community Operations SME

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

Job Summary:

The Customer Success Engineer II (Community Operations SME) is a trusted technical and domain expert for customers using OpenGov’s Community Operations products, including solutions that support permitting, licensing, inspections, asset management, and other resident-facing services. In this senior role, the CSE II partners with local government leaders and operational teams to drive outcomes that improve service delivery, regulatory compliance, and the experience of residents and businesses.

As a fully qualified, experienced professional, the CSE II brings deep expertise in community operations workflows, technical architecture, and OpenGov product capabilities. This role independently leads complex, multi-product customer engagements, assesses non-standard and high-impact scenarios, identifies root causes, and designs innovative solutions that maximize adoption and long-term value. The CSE II plays a critical role in customer retention and growth by proactively guiding customers toward best practices, mitigating risk, and identifying opportunities to expand the use of OpenGov’s Community Services and Operations offering

Responsibilities:

• Develop and maintain deep technical and functional expertise across multiple OpenGov Community Services and Operations products (e.g., permitting, licensing, inspections, GIS, asset management).

• Establish and champion OpenGov best practices for community operations, applying them consistently across complex customer engagements.

• Independently lead sophisticated customer engagements, including discovery, workflow analysis, and in-depth technical assessments, to design tailored strategies that minimize operational risk and maximize product adoption.

• Partner with customers to align community operations solutions with regulatory requirements, service delivery goals, and operational constraints specific to local government environments.

• Prepare and deliver advanced product demonstrations and solution walkthroughs that clearly connect OpenGov capabilities to real-world community operations outcomes.

• Analyze complex, ambiguous, and non-routine customer challenges, applying advanced problem-solving techniques to identify root causes and recommend innovative variations in approach.

• Clearly document and communicate customer objectives, implementation plans, timelines, risks, recommendations, and outcomes to internal and external stakeholders.

• Proactively prioritize, manage, and escalate customer issues as needed to ensure timely resolution and a high-quality customer experience.

• Contribute to internal and customer-facing knowledge bases to improve efficiency, consistency, and scalability of community operations customer success efforts.

• Serve as a senior contributor at OpenGov conferences, user groups, webinars, and customer events, sharing expertise in community operations solutions and best practices.

• Lead or participate in OpenGov special projects and cross-functional initiatives focused on improving community operations product adoption and customer outcomes.

Requirements and Preferred Experience:

• Bachelor’s degree in a related field required; Master’s degree preferred.

• Minimum of 2 years of experience implementing, supporting, or managing SaaS solutions, with demonstrated ownership of complex customer engagements.

• Advanced technical aptitude with the ability to analyze complex systems, model operational workflows, and clearly articulate technical concepts to diverse audiences, including senior internal and external stakeholders.

• Excellent written, verbal, listening, and interpersonal communication skills, with a proven ability to build trusted relationships.

• Strong negotiation and influence skills, including the