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About the role
- Director leading complex government SaaS implementation engagements for Clariti, which empowers governments to deliver exceptional citizen experiences. Advising executives, improving delivery frameworks, and mentoring professional-services talent.
Responsibilities
- Own end-to-end delivery of Clariti’s most complex and highest-visibility engagements across concurrent implementations
- Manage project governance, schedules, budgets, milestones, success criteria, scope changes, risks, crises, and contingency plans
- Align cross-functional Implementation, Architecture, Technical Account Management, Product, and Engineering teams
- Improve repeatable delivery frameworks, retrospectives, feedback loops, and processes across Professional Services
- Advise senior client stakeholders including mayors, CIOs, department directors, and agency heads
- Lead executive steering committees, check-ins, presentations, and challenging Q&As
- Manage stakeholder agendas, objections, competing priorities, conflicts, and engagement strategies
- Establish data-backed delivery metrics and connect performance to government outcomes
- Design delivery-team resource models, delegation frameworks, performance-review cadences, and quality-control processes
- Plan and prioritize resources across concurrent engagements while balancing utilization, team health, timelines, and quality
- Build city personas, engagement playbooks, scalable frameworks, and organizational knowledge resources
- Feed customer insights into product, go-to-market, and roadmap decisions
- Mentor Principal ICs, Lead ICs, and Engagement Managers
- Recruit and hire delivery talent and identify high-potential team members
- Report engagement performance, risks, and strategic progress to the PS Director of Implementation and COO
- Contribute to strategic planning and identify new business opportunities
Requirements
- 12+ years of experience leading and delivering enterprise-level or government transformation engagements in a SaaS, professional services, or civic technology environment
- Track record of managing complex, high-risk, multi-stakeholder programs end-to-end, including recovery from dissatisfied clients or failed implementations
- Recognized thought leader within at least one prior organization on delivery methodology, client engagement, or public sector implementation
- Experience designing and owning organizational delivery frameworks and feedback loops
- Expert-level business, financial, communication, continuous improvement, customer centricity, execution, planning, problem-solving, stakeholder management, and teamwork competencies
- Deep expertise in project management and agile methodologies applied to large-scale transformation
- Strong data literacy, including establishing baselines, defining success metrics, connecting project health to measurable outcomes, and communicating data-backed stories
- Proficiency in organizational change and ambiguity management
- Ability to travel within the United States and Canada approximately 30–40%
- Comprehensive background check required before joining
- Familiarity with public sector or civic technology projects strongly preferred
- Experience with Salesforce-based platforms or GovTech/civic technology ecosystems is a bonus
- Familiarity with permitting, licensing, or government service delivery workflows is a bonus
- Experience managing System Integrator partner relationships is a bonus
- Prosci, ADKAR, or equivalent organizational change management background is a bonus
- Experience applying AI tools to implementation workflows, documentation, or delivery efficiency is a bonus
- Experience in AI-assisted delivery models is a bonus
Benefits
- Competitive compensation packages
- Time off
- Benefits to keep you and your family healthy
- Occasional in-person company-wide or departmental meetings, typically 1–2 times per year
- Inclusive workplace culture
- Application, interview, testing, and hiring-process accommodations
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