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OpenGov Expert Services PM

5 min read

OpenGov — Expert Services Program Manager

Target Role

Company: OpenGov Title: Expert Services Program Manager (EAM Focus) Role Cluster: Implementation & Professional Services

Why This Company

  • OpenGov expanding into EAM/asset management space
  • Expert Services = senior PS role with program ownership
  • Your EAM experience (CentralSquare, SAP) is directly relevant
  • GovTech mission alignment
  • Senior IC track opportunity

What They’re Looking For

  • Implementation program management at scale
  • EAM/asset management domain expertise
  • Playbook creation and process improvement
  • White-glove customer advocacy
  • Cross-functional orchestration (conversion, integrations, product, support)
  • ArcGIS and GIS integration experience a plus

Positioning Strategy

Headline/Branding

Implementation Consultant — Targeting Expert Services Program Manager (OpenGov, EAM)

Core Narrative

This is your specialty variant. Position as a GovTech implementation leader with specific EAM expertise from both CentralSquare and SAP implementations. Emphasize playbook creation, process improvement metrics, and the “stuck to referenceable” transformation ability. This resume is 2 pages to accommodate the depth required.

Key Differentiators for This Role

  1. 100 municipal go-lives with exceptional metrics (92% on-time, 95% on-budget)
  2. Direct EAM experience (CentralSquare rollout, SAP EAM implementation)
  3. ArcGIS hands-on experience and GIS integration
  4. Playbook author (Cutover, Training, Integration/Conversion Intake)
  5. Data conversion expertise (37% improvement in sign-off time)

Skills Emphasized

Secondary (Mentioned)

Downplayed/Omitted

  • CS-specific language — Pure implementation framing
  • Court-specific details — EAM/municipal operations focus

Projects Emphasized

Lead Projects

  1. 100+ Municipal Court Implementations — “100 municipal go-lives”
  2. CentralSquare EAM Rollout — 20% backlog reduction, 85% PM compliance
  3. Conversion Intake Optimization — 37% faster sign-off (24→15 days)

Supporting Projects

  1. SAP EAM Implementation Support — Inspection-to-closeout improvement
  2. Customer Success Playbook System — Core playbooks adopted on 87% of projects
  3. RMS Ingest Integration Fix — Technical problem-solving example
  4. SSO First-Time-Right Initiative — Process improvement example

Key Bullet Points Used

Summary Section

GovTech implementation leader (court CMS) with 100 municipal go-lives delivered and a steady portfolio of 12–20 concurrent clients. Known for white-glove customer advocacy, crisp cadences, and cross-functional orchestration (conversion, integrations, product, support). Heavy user of Microsoft Dynamics (daily), JIRA (daily), PSA (daily), Confluence (KB authoring); hands-on ArcGIS and prior EAM experience (CentralSquare, SAP). I build playbooks, surface risk early, and turn “stuck” accounts into referenceable outcomes.

Selected Results

  • 100 municipal go-lives; ~92% on-time and 95% on-budget across the last 24 months
  • Data-conversion sign-off improved 24 → 15 business days (-37%) via intake checklist, early sample extracts, and mapping workshops
  • 14 executive escalations handled; 13 resolved without commercial concessions; average resolution ~10 business days
  • 120+ admin training sessions for ~650 attendees; training CSAT 4.8/5; first-30-day office hours reduced early hypercare backlog
  • Core playbooks (Cutover, Training/Enablement, Integration/Conversion Intake) adopted on ~87% of projects; rework -28%; hypercare -5.5 days
  • Post-go-live conversion defects ≤ 0.7 per 1,000 migrated records; interface rejects <0.4% of transactions after tuning

EAM-Specific Bullets (Morton Grove)

  • Co-led CentralSquare EAM rollout for Public Works; stood up asset/work-order models, PM schedules, and GL tie-outs; reduced work-order backlog ~20% and increased PM compliance to ~85% within two quarters
  • Partnered with GIS to publish ArcGIS layers (assets, service lines, work zones) and embed maps into EAM workflows for location-aware dispatch

Notable Phrasing Choices

  • “White-glove customer advocacy” — Premium service positioning
  • “Turn ‘stuck’ accounts into referenceable outcomes” — Problem-solver identity
  • “Plays & Automations” section — Shows systematic thinking
  • “Selected Project Snapshots (STAR)” — Interview-ready stories included

Interview Preparation

Key Themes to Hit

  1. EAM expertise: “I’ve implemented CentralSquare and SAP EAM—I know the domain”
  2. Process builder: “I create playbooks that improve outcomes: 28% less rework, 37% faster sign-off”
  3. Quality obsessed: “<0.7 defects per 1,000 records—I care about precision”
  4. Problem solver: “I turn stuck accounts into references—RMS, GL disputes, SSO issues”

Likely Questions & Angles

QuestionYour Angle
”Tell me about your EAM experience”CentralSquare rollout at Morton Grove—asset models, PM schedules, GL tie-outs, ArcGIS integration
”How do you handle data conversion challenges?”Intake checklist, early sample extracts, mapping workshops—37% improvement
”Describe a project you turned around”RMS ingest failures—coordinated API dev, added retries/alerting, 95% reduction in failures
”What playbooks have you created?”Cutover, Training/Enablement, Integration/Conversion Intake—87% adoption, 28% less rework

Questions to Ask Them

  • “What does the Expert Services career path look like?”
  • “How are you thinking about the EAM market opportunity?”
  • “What’s the typical engagement model for Expert Services vs. standard implementation?”

Cover Letter Hooks

Opening Hook

I build playbooks, surface risk early, and turn “stuck” accounts into referenceable outcomes. With 100 municipal go-lives and hands-on EAM experience (CentralSquare, SAP, ArcGIS), I’m targeting OpenGov’s Expert Services Program Manager role.

Differentiator Paragraph

What makes me particularly relevant for the EAM focus is that I’ve actually implemented these systems. At Morton Grove, I co-led a CentralSquare EAM rollout—building asset models, PM schedules, and GL tie-outs from scratch. I partnered with GIS to embed ArcGIS layers into workflows for location-aware dispatch. This isn’t theoretical knowledge; I’ve done the work.

Closing Hook

I’d love to bring my implementation expertise and EAM domain knowledge to OpenGov’s Expert Services team, helping government clients maximize value from their asset management investments.

Application Notes

Resume filename: Jacob_Alan_Lawrence_Resume_OpenGov_Expert_Services_PM_2pg.pdf Status: Ready Format: 2 pages (appropriate for senior role with deep domain expertise) Customization notes:

  • EAM experience front and center
  • ArcGIS mentioned in summary
  • Playbook creation emphasized heavily
  • Include “Plays & Automations” and “Project Snapshots” sections
  • Quantified conversion/integration metrics

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