Associate Manager, Technical Support, Administrative Services at OpenGov

Dallas, Texas, United States

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$68,000 – $79,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Government Technology, Public Sector, ERPIndustries

Requirements

Commitment to learning the software and supporting it directly with customers
Strong problem-solving skills
Ability to manage escalations
Commitment to meeting service-level agreements (SLAs), case resolution MTTR, and data hygiene
Experience working within product applications
Solid judgment for analyzing data and situations

Responsibilities

Utilize new tools (such as AI) to support customers effectively at scale
Work within the product application and support customers directly
Provide direct supervision in assistance to the Manager I, Technical Support, for the Administrative Services team
Work alongside technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures
Manage day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer inquiries via phone, chat, web, and email
Act as a guide to the team, providing technical guidance and support, and stepping in to resolve complex issues as needed
Monitor team performance against established KPIs, including case resolution time, customer satisfaction (CSAT), and SLA adherence; analyze the “why” behind stats to recommend adjustments
Utilize the service management system (e.g., Salesforce Service Cloud) for case management, ensuring accurate and timely updates
Implement and maintain routine operational plans, ensuring alignment with functional goals and objectives
Analyze data and situations to identify trends and areas for improvement in support processes
Manage moderate-sized projects or team initiatives with moderate complexity, balancing multiple tasks and priorities
Influence team strategies and operational improvements, contributing to the development and performance of team members
Mentor and develop team members, providing coaching and feedback to enhance their technical and customer service skills, including technical and product training and regular performance management
Foster a collaborative team environment, ensuring team objectives are met
Conduct presentations of technical information concerning specific projects or programs to team members and peers
Meet targets typically against a monthly plan and gain cooperation of others
Collaborate cross-functionally with Product, Engineering, and Customer Success teams to escalate and resolve complex technical issues, ensuring a seamless customer experience
Drive initiatives to enhance self-service support, automation, and knowledge sharing, ensuring scalability and efficiency
Develop structured mentorship and career development

Skills

Technical Support

Team Management

Customer Support

Problem-Solving

Escalation Management

SLA Management

AI Tools

ERP Software

Case Resolution

Data Hygiene

OpenGov

Cloud-based software for government organizations

About OpenGov

OpenGov provides cloud-based software solutions tailored for the public sector, focusing on strategic budgeting, planning, permitting, licensing, and code enforcement. Their products help government organizations transition from paper-based processes to digital workflows, significantly reducing the time and resources needed for tasks like budget creation, which can be completed in half the usual time. OpenGov stands out from competitors by leveraging extensive experience in the public sector to address specific challenges faced by local governments, such as outdated systems and the need for transparency. The company's goal is to empower government leaders with better data analysis tools to enhance decision-making and improve engagement with constituents.

Redwood City, CaliforniaHeadquarters

2012Year Founded

$221.8MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Government & Public SectorIndustries

501-1,000Employees

Benefits

Competitive Salary

Work from Anywhere

Unlimited Vacation

Mission-Driven Colleagues

World-Class Healthcare

Professional Development

Family Matters

Amazing Customers

Risks

Increased competition from other SaaS providers targeting the public sector.

Integration challenges from iGovServices acquisition may disrupt existing services.

Reliance on cloud solutions makes OpenGov vulnerable to service outages.

Differentiation

OpenGov specializes in cloud-based solutions tailored for the public sector.

The company offers strategic budgeting, permitting, and licensing software for governments.

OpenGov's software reportedly halves the time needed for budget creation.

Upsides

Growing demand for cloud solutions as governments modernize outdated systems.

Acquisition of iGovServices expands OpenGov's offerings into tax and revenue management.

Rising adoption of electronic bidding systems enhances OpenGov's procurement solutions.

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