Deployments Lead

Civic Roundtable

1d•Remote

About The Position

As a Deployments Lead at Civic Roundtable, you will be the linchpin in fostering robust customer relationships and ensuring maximum usage of the Roundtable Platform. As a senior individual contributor you'll work directly with public servants — emergency managers, election administrators, homelessness response teams, and other government leaders — helping them get measurable value from Roundtable as they serve their communities. You’ll manage a portfolio of large enterprise accounts with complex multi-stakeholder deployments, leading each project through kick-off through implementation, launch, and renewal. You’ll be a strategic voice for the Deployments team: owning quarterly strategic goals, writing playbooks for new use cases, and identifying opportunities for growing our footprint within agencies. The best candidate for this role is a seasoned, self-directed deployments lead who is equally comfortable presenting to an agency executive and troubleshooting a platform issue, who thrives in ambiguity and proactively identifies and sets up new processes, and who serves as a relentless advocate for both our customers and the Deployments team internally. People who thrive in this role often come from past deployments or customer success roles, consulting, complex project or program management, or client-facing roles where they owned both the relationship and the delivery. The Deployment Lead Role is fully remote with expectation to travel to client sites as needed. Role is open to all with preference of those in the Oregon or the Pacific Northwest.

Requirements

5 years+ of experience in customer success, deployments, implementation, or a related field, preferably within the government and / or technology sector.
A track record of owning a portfolio of high-value accounts, including managing renewals and turning around at-risk customers.
Experience building relationships with and presenting to executive stakeholders.
Strong communication skills: Excellent verbal and written communication skills, with the ability to convey complex concepts clearly to both technical and non-technical audiences.
Technical aptitude: Comfort with software configuration and technical topics such as SSO, integrations, and data requests.
Problem-solving skills: A keen ability to diagnose issues, think critically, and design creative solutions.
Strategic and Customer-centric: You care deeply about customer outcomes and can connect day-to-day work to an agency’s bigger goals.
A Trusted Advisor to Leaders: Confident building relationships with and presenting to senior government officials and executive sponsors.
Calm Under Pressure: Skilled at navigating at-risk accounts, hard conversations, and competing priorities with steady judgment.
Commercially Minded: You see renewal and expansion as the natural result of delivering real value, and you spot growth opportunities early.
Proactive and Self-Driven: Eager to take initiative, bring structure to ambiguity, and drive projects and team goals forward independently.
Process-oriented and Tech-forward: Excited to design new workflows and experiment with AI tools to make our deployments more efficient, scalable, and impactful.
Mission-aligned: Energized by the idea of making government work better, and curious about how public-sector agencies operate.
Self starter: Comfortable setting own direction and handling ambiguity.
Open to travel (please expect 20% of time on the road).
Fully comfortable working in a remote environment while maintaining flexible working hours to ensure seamless collaboration with our team and partners.

Nice To Haves

Prior experience working with or in government, civic tech, or mission-driven organizations.
Based on the west coast, bonus if located in Oregon or the Pacific Northwest.

Responsibilities

Independently manage a portfolio of large enterprise customer accounts.
Own and secure renewals for every customer in your portfolio, including managing at-risk accounts.
Set goals with each customer and proactively report progress against them.
Manage contract reporting requirements such as hour reporting and quarterly audit reports.
Build trusted relationships above the project level, with executive sponsors and agency leadership.
Deliver end-of-year strategic presentations to executive sponsors that combine quantitative and qualitative insights on impact.
Lead customers through discovery, visioning, configuration, and launch on projects where the path is ambiguous, facilitating in-person sessions when appropriate.
Draft deployment playbooks for net-new use cases.
Identify opportunities to grow contract size and run brainstorming sessions on expanding Roundtable to additional departments.
Spot trends across your sectors, run sector-specific webinars, and raise growth opportunities to the team.
Independently own a quarterly team goal and run meetings with internal and external stakeholders to deliver it.
Contribute to the direction of the Deployments org and help make tradeoff decisions that balance customer needs with company strategy.
Design training strategies for large projects, and tailor training for different audiences — from executives and CTOs to end users.
Serve as the first escalation point for complex support issues before involving technical SMEs.
Bring working fluency in topics like SSO, and custom development options.