Customer Success Engineer I, Customer… at OpenGov Inc. · Texas

Summary: OpenGov Inc. is the leader in AI and ERP solutions for local and state governments in the U.S. The Customer Success Engineer I plays a crucial role in supporting customers with OpenGov’s Community Services suite, ensuring successful onboarding and optimization of technology to enhance public service delivery. Responsibilities: - Build and maintain technical and functional knowledge across one or more OpenGov Community Services products (e.g., permitting, licensing, inspections, asset management) - Develop a strong understanding of OpenGov Community Services best practices and take ownership of applying them during customer engagements - Support customer onboarding and ongoing adoption by owning assigned configuration tasks, training sessions, and product demonstrations aligned to government service workflows - Partner with customers to understand operational goals, service delivery challenges, and technical requirements for assigned accounts or engagements - Analyze customer-reported issues of moderate complexity and own analysis, recommendations, and follow-through to resolution within established processes - Communicate effectively with customer stakeholders and internal teams, taking responsibility for documenting timelines, risks, resolutions, and outcomes - Prioritize and appropriately escalate technical challenges to ensure timely and effective resolution - Contribute to internal and customer-facing documentation to improve consistency, efficiency, and overall customer experience - Participate in OpenGov conferences, webinars, and customer engagements as a supporting contributor, as needed - Support internal initiatives and projects focused on improving Community Services customer success operations Required Qualifications: - Bachelor's degree in a related field or equivalent practical experience - Minimum of 1-year of experience implementing, supporting, or managing SaaS software solutions with demonstrated ownership of assigned responsibilities - Strong technical aptitude with the ability to analyze operational workflows and translate them into system-based solutions - Excellent written, verbal, and interpersonal communication skills - Strong organizational, problem-solving, and time-management abilities, including the ability to manage owned tasks to completion - Demonstrated ability to collaborate effectively across internal teams and customer stakeholders - Familiarity with local government operations or GovTech solutions Preferred Qualifications: - Prior experience with community-facing government systems (e.g., permitting, licensing, inspections, asset management, public works, GIS, or code enforcement) is preferred - Experience in customer success, professional services, implementation, or technical support roles is preferred Required Skills: SaaS software solutions, Technical aptitude, Local government operations Important Skills: Customer success experience, Community-facing systems Nice-to-Have Skills: Communication skills, Organizational skills, Problem-solving skills, Time-management skills, Collaboration skills