Community Development/GIS SME
$90k - $105k USD
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 III (CSE III) 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 III 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 III 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 III 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 5 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 ability to lead customers and internal partners toward alignment and action on key initiatives.
Exceptional analytical, problem-solving, organizational, time management, and prioritization skills.
Prior experience with community-facing government systems (e.g., permitting, licensing, inspections, asset management, public works, code enforcement, or GIS) strongly preferred.
Experience working with local government operations, GovTech platforms, or public-sector service delivery models preferred.
Prior experience in customer success, professional services, implementation, or technical support roles preferred.
Compensation:
$90,000 - $105,000
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.
Why OpenGov?
A Mission That Matters.
At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.
Opportunity to Innovate
The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.
A Team of Passionate, Driven People
This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.
A Place to Make Your Mark
We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.
Benefits That Work for You
Enjoy 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.