Director, Professional Services

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 Director of Professional Services (Permitting & Licensing) will be responsible for managing a group of project managers and implementation experts for OpenGov. This role will ensure that the projects within their profile are deployed on-time, on-budget, and with high customer satisfaction by working with project managers to accurately forecast and deliver projects and by working with implementation analysts/consultants to deliver quality configuration, training, testing, and user acceptance. In addition, this role will be responsible for serving as an executive sponsor on projects within their portfolio.

Responsibilities:

• Lead a team that achieves results and delivers intended, measurable outcomes for the business and our customers.

• Lead project managers with operational excellence that drives predictability

• Manage P&L for portfolio profitability

• Enable project managers with the necessary tools and skills to set scope, timeline, and deliverables to ensure a successful deployment for multiple customers

• Enable implementation analysts/consultants with the necessary tools and skills to effectively identify needs, configure and test solutions, and train customers

• Ensure proper resource planning

• Build strong cross-functional and customer relationships

• Inspire and persuade team to buy into overall company vision and deliver high quality of customer satisfaction

• Produce key customer references through high quality of delivery

• Establish command and control of project delivery both internally and externally when projects are escalated

• Partner with cross-functional teams to gather required resources in order to set appropriate expectations with internal and external stakeholders

• Participate in the sales process as needed to ensure proper scoping and resourcing

• Support Statement of Work and Change Order creation and approvals as needed

• Identify early signs of project and customer risk and devise appropriate risk response strategies to help the teams move the projects forward

• Serve in an executive sponsor role and travel to customer sites to solidify customer relationships and ensure projects remain on track

• Assist in enhancing OpenGov’s methodology of project delivery

• Drive project forecasting and efficiency gains during implementation to ensure customers realize time to value as quickly as possible

• Act like an owner—navigate business challenges and opportunities to deliver productive outcomes and achievement of goals; demonstrate commitment to the organizational mission, vision, and culture
  

Requirements and Preferred Experience:

• Minimum of 5 years or equivalent experience leading professional services delivery teams in a SaaS environment and managing P&L

• Experience with portfolio forecasting, resource allocation, capacity planning

• Strong aptitude to learn domain and products

• Extra strong analytical thinking, strong system perspective and diligent process analysis skills

• Strong initiative, innovative thinking skills, and ability to analyze details and translate into “big picture” view

• Ability to adapt to a rapidly changing product and respond strategically to customer needs

• Experience building high- performing teams: focusing on cultivating top-notch talent and taking swift action to performance manage underperformers, while encouraging trust, collaboration, and a productive work environment

• Technical aptitude and proficiency with project management tools (Rocketlane preferred), CRM tools (Salesforce), and professional services operations

• Experience with risk