Implementation Specialist

• Lead end-to-end deployments of GovPilot SaaS applications across all areas of municipal government
• Guide customers through configuration, setup, data migration, and training
• Collaborate with clients to understand business requirements and translate them into effective, scalable system solutions
• Advise clients on re-engineering business processes to maximize platform value
• Lead technically complex or sensitive implementations spanning multiple municipal departments
• Architect custom system solutions for unique client requirements beyond standard configurations
• Consult on data strategy, cleansing, and restructuring
• Oversee QA standards for data imports and system integrations while maintaining accountability for data integrity before go-live
• Design and lead executive- and department-head-level training focused on change management and platform adoption
• Monitor project health across complex implementation portfolios and manage scope, risks, and dependencies
• Own post-launch transition with Customer Success to ensure long-term platform health and adoption
• Partner with Sales on pre-sales feasibility, scoping, and RFP responses
• Partner with Product and Engineering to communicate feature gaps and provide roadmap feedback
• Drive industry-specific best-practice playbooks for Professional Services
• Lead process improvement initiatives to improve delivery standards and scalability

Implementation Consultant

Customer Support

• Own the customer relationship post-implementation as the primary contact for engagement, adoption, and value realization
• Partner with customers to understand business goals, workflows, and challenges and translate them into actionable success plans
• Drive platform adoption and expansion through best practices, training, and proactive outreach
• Monitor account health using utilization, satisfaction, and renewal-risk metrics
• Coordinate remediation or escalation when needed
• Collaborate cross-functionally with Support, Product, and Implementation teams
• Lead quarterly business reviews to showcase value, highlight outcomes, and align on opportunities
• Champion the Voice of the Customer to influence product enhancements and roadmap priorities
• Ensure renewals through customer satisfaction, advocacy, and referenceability
• Serve as a trusted advisor and advocate for customers
• Partner with Technical Support, Professional Services, Product, Engineering, and Sales to deliver an effortless customer experience and drive retention and growth

Customer Support Manager

Analyst

• Support the Project Manager in executing the implementation process for new Hedgerow customers, from kickoff through go-live
• Analyze and understand each customer's business processes and apply best practices to guide how those processes translate into Hedgerow
• Become a product expert and configure the platform to match each agency's specific workflows, data, and compliance requirements
• Create custom reports using Hedgerow's report writing tool, often involving complex SQL stored procedures
• Train customer teams, including inspectors, administrators, and staff, on how to use Hedgerow
• Identify and troubleshoot technical or process issues during setup, escalating to the Project Manager as needed
• Use AI tools to accelerate documentation, data mapping, and configuration work
• Help identify where AI can improve implementation speed and quality
• Document implementation processes and contribute to internal playbooks to improve future onboarding
• Help local governments successfully adopt technology that makes their communities healthier and safer
• Turn signed contracts into government agencies that are up and running on Hedgerow

SDL

Implementation Consultant

Customer Support Manager

Implementation Analyst