Accela

Support Engineer

• Primary point of contact for customer inquiries about Accela solutions
• Troubleshoot, research, document solutions, and provide exceptional support
• Own and manage cases from start to finish, escalating as needed
• Author content for the customer community and knowledge base
• Assist customers with configuring and administering Accela products
• Respond promptly per SLA and proactively update customers on case status
• Manage large caseload independently and demonstrate initiative

Technical Support Engineer

Customer Support

• Oversee day-to-day operations of the customer support team, ensuring timely and effective assistance.
• Lead, coach, and develop the customer support team, providing guidance and regular feedback.
• Assign and monitor workloads, ensuring inquiries are handled efficiently and service quality is maintained.
• Track and report on team performance using key metrics (response times, resolution rates, customer satisfaction).
• Identify opportunities to improve processes and implement best practices to enhance team efficiency.
• Collaborate with peers and other departments to resolve customer issues and ensure a seamless support experience.
• Handle escalated customer concerns, ensuring professional and effective resolutions.
• Support development of training materials and ensure team members are up to date on products, policies, and procedures.
• Provide feedback and insights to improve products and services based on customer interactions.

Customer Support Manager

Account Manager

• The Jr. Renewal Account Manager will manage customer renewals by coordinating with Sales management, Customer Success, Finance and Legal. This role will establish strong customer relationships, help drive customer satisfaction, and document and close annual renewals. You will also manage order creation in NetSuite and ensure bookings are accurately entered before they pass to Finance.
• Engage with customers and partners to renew subscription and support revenues
• Lead renewal contract negotiations and achieve on-time contract booking
• Understand and apply Accela sales processes and policies
• Learn to build quotes and update customer data in Salesforce
• Assist cross sell / upsell opportunities and work with field sales team to generate incremental revenue
• Contribute to forecast and drive deals to close in committed timeframe
• Collaborate with Sales and Customer Success to drive customer satisfaction
• Meet or exceed renewal quotas
• Train to book orders in NetSuite in a timely manner

Jr. Renewal Account Manager

Director

Sr. Director, Regional Delivery Portfolio

Product Manager

• Outbound Product Management serves as the voice of the customer within Accela; focuses on external aspects of product lifecycle, including marketing, sales enablement, customer feedback, and go-to-market strategies.
• Define business use cases with customers, partners and key stakeholders.
• Communicate business value and the technical rationale behind product decisions.
• Define strategies for implementation pricing and revenue opportunities.
• Define and validate product strategy for Accela’s products.
• Validate released features meet product strategy and goals; evangelize strategy and drive roadmap discussions.
• Evangelize solutions and best practices to expand platform usage; be the voice of the market with customers, prospects, and partners.
• Learn details of upcoming releases to ensure smooth adoption; educate and train the sales field on new initiatives.
• Represent customer perspective in collaboration with inbound product manager; collaborate with Product Marketing on go-to-market materials.
• Engage with customers to drive adoption, referenceability and success stories; evaluate segments and opportunities with Sales.
• Maintain awareness of the competitive landscape; define product positioning with cross-functional teams; collaborate with leadership to define success criteria; build KPIs; manage experimentation lifecycle.
• Communicate about Accessibility and related laws and WCAG.