Deployment Strategist, Live Accounts

GovWell•New York, NY

15d•Hybrid

About The Position

GovWell is hiring a Deployment Strategist, Live Accounts to support our customers in their day-to-day use of the platform and ensure long-term success. GovWell is the primary system of record for government staff and is used daily to run critical workflows. This role serves as the front line of customer engagement, helping cities and counties operate effectively while driving ongoing adoption and improvement. You will work closely with customers to resolve issues in real time, improve workflows, and ensure they consistently get value from the platform. You will also play a key role in shaping the product by surfacing patterns and feedback from daily usage. This is a hands-on, high-ownership role based in our NYC hybrid environment (3+ days per week in office), with 15–25% travel for customer engagement.

Requirements

3+ years of experience in customer success, implementation, consulting, or a similarly client-facing role involving complex projects and multiple stakeholders.
Strong problem solver who can think quickly and navigate real-time customer issues with limited information.
Highly organized with the ability to manage multiple customers and priorities simultaneously.
Clear and effective communicator, especially when explaining complex concepts to non-technical users.
Fast learner who can quickly develop deep product and domain expertise.
Scrappy and proactive, with a strong sense of ownership over customer outcomes.
Motivated by impact and aligned with GovWell’s mission to improve how governments serve their communities.
Willing and able to travel up to 25% of the time.
Aligned with GovWell’s core values.
Strong alignment with our Core Values.

Responsibilities

Serve as the primary point of contact for active customers, providing real-time support and troubleshooting issues as they arise.
Help customers navigate workflows, answer product questions, and ensure smooth day-to-day operation of GovWell.
Proactively identify opportunities to improve customer usage, including workflow optimization, feature adoption, and process improvements.
Build strong relationships with municipal stakeholders and act as a trusted partner in their ongoing success.
Surface recurring issues, product gaps, and customer needs, and translate them into actionable feedback for product and engineering.
Manage multiple customer relationships simultaneously while maintaining high responsiveness and quality.
Contribute to improving internal support processes and playbooks as we scale.