Esper

Analyst

• Drive and manage new customer implementations from kickoff to go-live, including requirements gathering, technical platform configuration, data structuring, administrator training, and any other deliverables defined in a customer's statement of work.
• Serve as the technical point of contact for new customers deploying Esper, as well as those expanding into additional functionality or modules.
• Interact directly with government leaders and policy staff on a daily basis—guide them through the implementation process and empower them to become confident administrators of their Esper platform.
• Translate customer workflows, regulatory frameworks, and operational requirements into clean, scalable Esper configurations that reflect Professional Services best practices.
• Partner closely with other Professional Services team members, Engineering, Product, Sales, and Customer Success to facilitate a consistent customer experience and ensure successful onboarding for new customers.
• Become an expert in governmental and policymaking processes across multiple states and levels of government.
• Understand customer pain points and partner with cross-functional teams to simplify, enhance, and automate processes that improve customer workflows.
• Leverage and continually develop best practices, templates, and reusable collateral for each customer vertical to improve future implementation efficiency.
• Log billable hours accurately and on time in Teamwork, and maintain disciplined tracking of project status, scope, and milestones.
• Gather and communicate customer feedback and feature requests to Product to help ensure Esper continues to be a must-have solution for our customers.

Implementation Analyst

Technical Customer Success

• Drive Time-to-Value (TTV): Establish deployment scope, technical configuration milestones, and workflow mapping to ensure customers achieve rapid, meaningful business outcomes from the Esper platform.
• Enforce Configuration Guardrails: Manage a portfolio of deployments within a strict, time-bound delivery lifecycle, aggressively mitigating scope creep by balancing client business needs against standard product capabilities.
• Navigate Change Management: Act as the primary strategic point of contact for executive sponsors and operational business owners during the high-stakes deployment phase, guiding them through institutional friction and adoption challenges.
• Track Delivery Rigor: Monitor and manage project health, timelines, and implementation deliverables in Teamwork to ensure accounts go live on schedule and within contract boundaries.
• Protect Technical Resources: Coordinate cross-functional efforts across Professional Services, Engineering, Product, and Customer Success to align technical configurations and shield core engineering teams from unstructured custom requests.
• Strategic Handoff Leadership: Formally evaluate project closure and drive a flawless post-launch handoff to the long-term Customer Success Manager (CSM), passing along clean workflow documentation to eliminate early-stage churn risk.
• Support Commercial Alignment: Review Statements of Work (SOWs) and change orders, identifying potential upsell, expansion, or expert/managed services opportunities during onboarding to pass to the Sales and CS teams.
• Pre-Sales Scoping Validation: Participate in the sales process as needed to validate implementation scope, timeline constraints, and delivery frameworks for incoming enterprise opportunities.
• On-Site Relationship Building: Occasionally travel to government customer sites to conduct executive kickoffs, process mapping workshops, or user training sessions to solidify client trust.
• Methodology Contribution: Contribute to Esper's evolving Professional Services delivery methodology, configuration templates, and onboarding best practices to improve deployment margins and scalability.
• Professional Services Rigor: Log billable hours and account status accurately and on time to meet core operational metrics.

Implementation Account Manager

Sales Development Rep

• Support 1-2 Account Executives by prospecting and scheduling product demos.
• Identify and develop new business opportunities within assigned prospect lists and expand into ancillary jurisdiction types.
• Quickly develop a thorough knowledge of Esper’s products and how they address key challenges in government policymaking and operations.
• Execute outreach campaigns and sequences created by yourself or sales management.
• Maintain a high volume of daily prospecting calls (60+ calls per day) and emails to engage potential customers.
• Establish credibility and rapport with prospects quickly to convert initial conversations into meaningful sales opportunities.
• Meet and exceed monthly quotas for scheduled demos and qualified opportunities.

Implementation Analyst

Implementation Account Manager

Sales Development Representative