Asset Management SME; Community Operations

Overview

Open Gov 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 Open Gov 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 Open Gov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about Open Gov’s mission to power more effective and accountable government and the vision of high-performance government for every community at

The Customer Success Engineer III (CSE III) is a trusted technical and domain expert for customers using Open Gov’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 Open Gov 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 Open Gov’s Community Services and Operations offering.

• Develop and maintain deep technical and functional expertise across multiple Open Gov Community Services and Operations products (e.g., permitting, licensing, inspections, GIS, asset management).
• Establish and champion Open Gov 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 Open Gov 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 Open Gov conferences, user groups, webinars, and customer events, sharing expertise in community operations solutions and best practices.
• Lead or participate in Open Gov special projects and cross-functional initiatives focused on improving community operations product adoption and customer outcomes.

• 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…