SDL Benefits Overview

Lead complex end-to-end SaaS implementations for municipal government clients, including configuration, data migration, integrations, training, change management, and post-launch transition. Advise clients on process re-engineering, data strategy, and scalable system solutions while managing scope, risks, dependencies, and stakeholder relationships. Partner with Sales, Product, Engineering, and Customer Success to assess feasibility, address feature gaps, improve delivery processes, and drive adoption.

Own post-implementation customer relationships for government and enterprise SaaS clients. Drive adoption, value realization, retention, renewals, and account expansion through success plans, training, proactive outreach, health monitoring, and quarterly business reviews. Collaborate with Support, Product, Engineering, Sales, and Professional Services while advocating for customer needs and influencing product priorities. The role requires customer site visits one day weekly within driving distance of New Jersey.

Support SaaS implementations for government customers from kickoff through go-live. Responsibilities include analyzing business processes, configuring the platform, managing data and workflows, creating SQL-based reports, training users, troubleshooting issues, documenting processes, and using AI tools to improve implementation efficiency. The role manages multiple implementations and translates technical concepts for nontechnical government staff.