Manager II, Professional Services

OpenGov•Chicago, IL

2d•$128,000 - $140,000•Onsite

About The Position

Reporting to the Director of Professional Services or Senior Professional Services Manager, the Manager II, Professional Services, is responsible for leading and managing a team to ensure successful project deployments. This includes ensuring projects are delivered on-time, within budget, and with high customer satisfaction. The role involves translating strategic objectives into operational processes, overseeing multiple complex projects, and fostering cross-functional collaboration. This position also emphasizes team development, portfolio management, and process optimization to align with organizational goals.

Requirements

Bachelor’s degree preferred, or equivalent experience demonstrating the ability to perform the outlined tasks.
Minimum of 3 years of experience in project delivery, preferably in a SaaS environment.
Management Experience: Proven ability to foster team culture, accountability, and professional growth.
Excellent written and oral communication skills with the ability to collaborate effectively across cross-functional teams and with clients at all organizational levels.
Strong leadership capabilities with a focus on strategic thinking, problem-solving, and achieving results.
Exceptional organizational skills and ability to manage multiple initiatives with varying levels of complexity and interdependencies.
Demonstrated ability to balance profitability with a customer-service mindset and maintain high standards of excellence in project delivery.
Ability to understand and articulate product requirements, process logic, and architecture, as well as build and deliver functional presentations.
Capacity to adapt to evolving product offerings and address customer needs strategically.

Nice To Haves

Experience with government budgeting concepts, finance/budgeting solutions, procurement, permitting, licensing, asset management, or related fields is a plus.

Responsibilities

Lead and oversee a diverse team that may include Project Managers, Implementation Consultants, and other roles, ensuring effective recruitment, coaching, mentoring, and performance management.
Translate strategic plans into operational processes that impact both the team and cross-functional outcomes.
Develop and implement strategic plans aligned with organizational objectives.
Manage a portfolio of implementation projects, including intricate technical deployments, and support portfolio management for team members within specific product domains.
Identify and mitigate project and customer risks proactively, visiting customer sites as needed to maintain strong relationships and project momentum.
Conduct portfolio forecasting and analyze trends impacting project efficiency while monitoring budget health and project delivery.
Collaborate with leadership to ensure the team’s skills meet evolving business needs and contribute to improving project management methodologies.
Schedule projects, plan resources, manage staffing impacts, utilize metrics, and report effectively to internal and external stakeholders.
Support complex customer implementations involving multiple product suites and assist clients in developing and executing testing plans and procedures.
Apply extensive business knowledge to resolve significant project challenges, develop innovative solutions, and maintain alignment with professional services methodology.
Establish and maintain control over project delivery during escalations, supporting sales processes, and participating in the creation and approval of Statements of Work and Change Orders.
Collaborate cross-functionally with sales, customer success, product management, and engineering teams to drive internal initiatives and enhance customer outcomes.
Provide leadership and guidance to customers on best practices, use cases, and business process improvements.
Develop and maintain implementation approaches, business process documentation, and best-practice onboarding and training materials.