Customer Solutions Operations Manager, OpenGov
$115-130k
OTE
The final compensation will be determined based on the candidate’s geographical location.
Cloud ERP software for the public sector
Be an early applicant
Cloud ERP software for the public sector
501-1000 employees
Be an early applicant
$115-130k
OTE
The final compensation will be determined based on the candidate’s geographical location.
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- The ideal candidate thrives in fast-paced environments and has a proven ability to independently define and implement structured, scalable solutions that align with broader organizational objectives
- We’re looking for a strategic operator who can align customer-facing technical functions with broader business goals and help shape the future of our Customer Solutions organization
- Minimum of 5 years of experience in field operations, support operations, revenue operations, or business analytics—ideally in a SaaS or high-growth technology environment
- Demonstrated success in improving the performance and scalability of technical customer-facing functions
- Strong understanding of the workflows, metrics, and tools used by Support or other GTM teams
- Proficiency in Salesforce, Looker (or other BI tools), Jira, with a strong ability to build dashboards and streamline reporting processes
- Experience with structured data analysis, including hands-on Excel skills and the ability to direct analytics teams on building useful models from raw data
- Strong storytelling and executive communication skills, with the ability to translate complex data into actionable insights for senior leadership
- Highly autonomous, with strong project management skills and the ability to manage multiple high-impact initiatives simultaneously
- High emotional intelligence (EQ), with the ability to navigate complex team dynamics, manage change, and build trust across diverse stakeholder groups
- Proven ability to influence cross-functional teams and drive accountability without direct authority
- Experience with AI-enabled tools or processes that improve customer support or operational workflows is a strong plus
- Bachelor’s degree in Business, Engineering, Data Analytics, or a related field
What the job involves
- The Customer Solutions Operations Manager plays a critical role in driving operational excellence across our customer-facing technical teams—including Customer Support, Customer Enablement, Sales Engineers, and Customer Success Engineers. As part of the Revenue Operations organization, this role will partner cross-functionally to design scalable processes, build actionable reporting frameworks, and drive strategic initiatives that improve operational efficiency and customer outcomes
- This individual will bring a strong background in stakeholder management, technical operations, and data-driven strategy to enhance how we support customers throughout their journey—from pre-sales to ongoing technical support.
- This role will also be responsible for leading high-impact cross-functional initiatives, influencing teams outside of direct reporting lines, and delivering strategic outcomes through others
- Develop and implement operational strategies that improve the scalability and efficiency of Customer Support, Customer Enablement Sales Engineering, and Customer Success Engineering teams
- Independently define and evolve forecasting methodologies and capacity planning frameworks to ensure technical teams are resourced appropriately to meet customer needs and internal targets
- Establish and maintain reporting dashboards and KPIs that provide clear visibility into performance, backlog management, technical issue resolution, and pre-sales solution support effectiveness
- Collaborate with technical and non-technical leaders to standardize workflows, identify bottlenecks, and design new cross-functional solutions that enhance strategic alignment and execution
- Partner with GTM, Product, and Engineering teams to streamline issue escalation processes, technical onboarding, and handoff procedures across the customer lifecycle
- Optimize usage of systems and tools (e.g., Salesforce, Jira, Looker) to improve productivity, reporting accuracy, and collaboration across support and engineering functions
- Support the development of training and enablement programs in partnership with field enablement to ensure operational rollouts are adopted and driving impact
- Assist with analysis for business planning for technical functions
- Assist with managing the operational aspect of the skilljar platform for OpenGov University
- Assist with managing the operational aspect of the help center and knowledge base articles
- Deliver actionable insights to senior leadership through business reviews, operational health reports, and strategic planning sessions
- Drive continuous improvement initiatives based on analysis of support tickets, engineering handoffs, and customer feedback, enhancing both customer experience and team efficiency
- Lead cross-functional workstreams and influence stakeholders to ensure timely delivery of tactical business objectives
Our take
As the world digitizes, governments must innovate their operations in order to deliver the highest standard of service. OpenGov offers cloud software products to help governments manage performance, improve budgeting, and visualize operational intelligence, as well as providing comprehensive open data.
OpenGov is the leader in local government software. Its cloud-based products, which aided a number of public agencies through the pandemic, include citizen services, procurement, budgeting and planning capabilities - made comprehensive by a series of strategic acquisitions. The company's coherent and integrated software solution significantly reduces the stress on government systems, allowing them to work smarter and better for their citizens.
OpenGov serves over 1,600 governments across the US, and continues to secure new clients. It also has made several partnerships towards improving its range of services which will enable it to remain a powerful tool for governments wishing to digitally transform.
Steph
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2022
$50m
LATE VC
Oct 2021
$50m
LATE VC
Total funding: $228m
Company benefits
- Work from anywhere
- Unlimited vacation
- Mission-driven colleagues
- World-class healthcare
- Professional development
Company HQ
Trinidad, San Jose, CA
Leadership
Zachary Bookman
(CEO)Prior to co-founding OpenGov, was a Principal for Formation 8 and a Special Advisor with ISAF in Afghanistan, focusing on rule of law and governance.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 30 more jobs at OpenGov