Accela

Account Executive

• Manage the full Sales cycle, including prospecting, qualifying, negotiating, and closing deals for mid-size jurisdictions in Northern California.
• Maintain and grow revenue from existing and prospect customers by selling and cross-selling our solutions into new departments.
• Develop, build, and maintain strong relationships with key decision makers in existing and prospect customer organizations.
• Identify customer and prospect needs and tailor solutions to meet those needs.
• Maintain accurate and up-to-date forecast opportunities and records in the CRM system.
• Lead and contribute to RFP responses.
• Collaborate with the Marketing and Product teams to ensure customer satisfaction.
• Meet annual Sales targets.

Compliance

• Lead the governance, risk, and compliance function across security policies, standards, risk management, audits, third-party risk, and control operations.
• Develop, maintain, and operationalize global security policies, standards, procedures, control documentation, and exception processes.
• Own audit readiness and ongoing compliance programs across frameworks such as SOC 2, ISO 27001, GovRAMP, PCI DSS, HIPAA, NIST CSF, NIST 800-53, CCPA/GDPR, and other customer or regulatory requirements.
• Lead GovRAMP and PCI DSS readiness, including control mapping, evidence collection, remediation tracking, stakeholder coordination, audit preparation, and audit support.
• Coordinate audit evidence collection, control testing, remediation tracking, auditor communication, and management responses.
• Maintain the security risk register, including identification, assessment, ownership, remediation, acceptance, exception tracking, and executive reporting of security risks.
• Partner with control owners across Security, IT, Engineering, Legal, HR, Finance, Product, and Operations to ensure control effectiveness and accountability.
• Manage third-party and supply chain risk management, including vendor security reviews, due diligence, risk assessments, contract security input, and remediation tracking.
• Support customer security reviews, questionnaires, trust center content, security documentation, and customer-facing compliance responses.
• Develop metrics and dashboards for audit status, control health, risk posture, vendor risk, policy exceptions, compliance readiness, and remediation progress.
• Support incident response and privacy incident processes by ensuring regulatory, contractual, audit, and customer notification obligations are understood and tracked.
• Partner with the CISO to communicate security posture, compliance progress, key risks, control gaps, and trade-offs to executives, customers, auditors, and regulators.
• Drive continuous improvement of the GRC operating model, including automation, evidence reuse, control rationalization, risk prioritization, and policy lifecycle management.

Manager, Governance, Risk & Compliance

Customer Success Manager

• Serve as the primary administrator and strategic owner of Gainsight.
• Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health.
• Design and maintain customer health scoring frameworks.
• Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows.
• Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics.
• Ensure data quality and operational consistency across Customer Success systems.
• Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness.
• Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator.
• Develop customer segmentation strategies and scalable engagement programs.
• Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions.
• Partner with Customer Success Managers to improve customer engagement through automation and digital outreach.
• Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking.
• Support and evolve Accela's digital customer success strategy for long-tail customers.
• Serve as the primary administrator and business owner for Staircase AI.
• Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities.
• Operationalize customer insights and health signals across the Customer Success organization.
• Build workflows that enable proactive customer engagement based on customer intelligence data.
• Continuously improve customer health visibility and risk detection capabilities.
• Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes.
• Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale.
• Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness.
• Support the development of AI-powered customer success initiatives and autonomous workflow capabilities.
• Explore MCP-enabled technologies and AI integrations that improve customer success operations.

Customer Success Operations Lead

Product Designer

• Contribute to and help evolve UX strategy across Accela’s platform, grounded in user needs, product goals, and architectural direction
• Translate product strategy into experience principles, frameworks, and interaction models across assigned product areas
• Drive consistency in user experience across workflows, surfaces, and product experiences
• Support and apply UX standards, patterns, and design system principles across teams
• Partner in developing research strategies to understand user behaviors, workflows, and unmet needs
• Synthesize qualitative and quantitative insights into actionable design and product recommendations
• Work closely with UX Research and Product teams to ensure insights inform roadmap priorities and design decisions
• Advocate for continuous discovery and user feedback throughout the product development lifecycle
• Define end-to-end user journeys, workflows, and interaction patterns for complex product areas
• Provide strategic input into design solutions, ensuring alignment with user needs, accessibility standards, and product goals
• Collaborate with Product Designers to translate strategy into high-quality designs and prototypes
• Ensure design decisions align with broader platform standards and design systems
• Partner closely with Product Management, Engineering, and Design to align UX strategy with roadmap priorities and technical constraints
• Influence product direction through a user-centered perspective, contributing to prioritization and solution decisions
• Drive alignment across teams to support consistent experience delivery from concept through release
• Identify UX gaps, inconsistencies, and opportunities within assigned product areas; recommend scalable improvements
• Contribute to platform modernization efforts, including workflow simplification and experience consistency
• Support the adoption of emerging UX practices, including AI-assisted and data-informed design approaches
• Help define and track UX success metrics, including usability, adoption, and user satisfaction
• Communicate UX insights, tradeoffs, and recommendations clearly to stakeholders

Senior UX Strategist

DevOps Engineer

• Contribute to the operation, maintenance, and continuous improvement of Accela's production cloud environments.
• Support platform modernization initiatives, including containerization, cloud-native technologies, and automation efforts.
• Monitor platform health, availability, performance, and capacity using modern observability and monitoring tools.
• Participate in incident response activities, troubleshooting production issues and contributing to Root Cause Analysis efforts.
• Develop and maintain automation, tooling, and scripts that improve reliability, scalability, deployment efficiency, and operational effectiveness.
• Support the implementation and monitoring of service level objectives (SLOs), service level agreements (SLAs), and operational metrics.
• Partner with Development, DevOps, Database Engineering, and Security teams to identify and resolve reliability, performance, and scalability challenges.
• Assist with platform deployments, operational readiness reviews, and change management activities.
• Contribute to observability initiatives through monitoring, logging, metrics collection, and distributed tracing.
• Support compliance-related operational activities associated with SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS environments.
• Participate in post-incident reviews and contribute to corrective and preventive actions that improve platform stability.

Site Reliability Engineer

• Serve as the customer-facing technical representative for Accela's SaaS Operations organization, partnering with Engineering, SRE, Database Engineering, Product, Professional Services, and Support teams to ensure customer success.
• Lead technical engagements related to SaaS implementations, migrations, and ongoing production operations, ensuring reliable and predictable outcomes for customers.
• Partner with Professional Services and Support teams to identify technical requirements, define migration strategies, and facilitate successful transitions into steady-state operations.
• Develop and improve operational processes, tooling, monitoring, metrics, and alerting capabilities that support customer onboarding, migrations, and ongoing platform reliability.
• Act as a senior escalation point for complex customer issues, leveraging observability tools, application performance monitoring, log analysis, distributed tracing, and metrics to diagnose and resolve production concerns.
• Lead cross-functional response efforts for critical customer-impacting incidents and implementation challenges, coordinating stakeholders to drive timely resolution.
• Partner with customers to establish reliability expectations, communicate service-level commitments, and provide guidance regarding operational risk and change management practices.
• Collaborate with Sales, Professional Services, and Support teams to communicate Accela's service management processes, cloud operations practices, and compliance posture, including SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS requirements.
• Provide customer-driven insights and feedback to Product, Engineering, and SRE teams to improve platform reliability, usability, and operational effectiveness.
• Support pre-sales and customer expansion activities by providing technical expertise related to reliability, architecture, cloud operations, and compliance.
• Provide technical leadership, mentorship, and best-practice guidance to Customer Reliability Engineers, Site Reliability Engineers, and other technical teams.

Principal Customer Reliability Engineer

Consultant

• Analyze legacy system data structures and perform data profiling to identify data quality issues, gaps, and transformation requirements
• Lead data-focused work sessions and workshops with client stakeholders to gather requirements, review mappings, and resolve data-related decisions
• Engage directly with customers to explain data structures, transformation logic, and migration outcomes in a clear and actionable way
• Develop and maintain detailed source-to-target data mapping specifications aligned to Accela data models (e.g., records, contacts, parcels, ASI)
• Design and execute data extraction, transformation, and load (ETL) processes to migrate data into the Accela Civic Platform
• Perform data cleansing, normalization, and enrichment activities to ensure consistency and accuracy prior to migration
• Execute mock conversions and support iterative migration cycles, including testing, validation, and issue resolution
• Develop and execute data validation and reconciliation processes to confirm completeness, accuracy, and integrity of migrated data
• Troubleshoot data-related issues and work collaboratively with functional consultants and client stakeholders to resolve discrepancies
• Support User Acceptance Testing (UAT) activities related to migrated data and ensure readiness for go-live
• Participate in go-live cutover activities, including final data loads and post-migration validation
• Document migration processes, mapping logic, validation results, and lessons learned to support repeatability and continuous improvement
• Demonstrate curiosity and initiative in leveraging AI-assisted tools and automation to improve data migration processes, including mapping, validation, documentation, and repeatable frameworks
• Contribute to the development of data migration best practices, tools, and templates across the Professional Services organization

Data Conversion Consultant

• Manage ticket intake and triage from customer contacts
• Monitor and oversee MAS support tickets, including routing and escalation
• Create, disable, or modify Accela platform user accounts and permissions
• Support service pack and release testing
• Provide proactive guidance on client-led testing for major releases
• Escalate advanced troubleshooting items when needed
• Build and modify workflows, business rules, and automations
• Develop and adjust fee calculations
• Configure and resolve urgent system issues
• Create and update reports (SSRS, Crystal Reports)
• Implement advanced scripting and automation for existing configurations

• Manage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scale.
• Build and maintain trusted advisor relationships with senior stakeholders and executive sponsors, including CXO-level contacts on both the IT and business sides of the organization.
• Develop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap and the agency's long-term goals.
• Travel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awareness.
• Own renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainment.
• Partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolio.
• Build and maintain KPI dashboards and deliver compelling data stories that communicate customer progress, outcomes, and Accela's impact to both internal and customer stakeholders.
• Benchmark customer outcomes against industry peers and best practices, helping customers understand their performance and identify areas for improvement.
• Identify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signal.
• Leverage AI tools and capabilities to scale customer success activities across a large portfolio without sacrificing quality of engagement.
• Develop, implement, and track goals using the Objective and Key Results (OKR) framework.
• Advocate for customer needs within the organization through formal Voice of the Customer (VoC) processes, ensuring enterprise feedback directly influences product and service development.
• Flag competitive displacement risks at accounts and surface competitive intelligence to internal teams.
• Identify and develop peer reference opportunities and partner with Marketing to develop case studies that turn healthy accounts into advocates.
• Manage escalations end to end, owning the escalation path from intake through resolution.
• Mentor and provide informal leadership to CSM teammates, sharing enterprise best practices and success methodologies across the team.

Enterprise Customer Success Manager

Business Development Rep

• Identify and qualify new business opportunities through outbound and inbound prospecting.
• Meet or exceed monthly and quarterly targets for lead generation and appointment setting.
• Conduct Sales development best practices with email, phone, and social drips using sales automation software to build cadences to connect with new prospects.
• Qualify the prospect and set appointments for the team to conduct Discovery calls.
• Outreach to target prospects in support of Sales and Marketing campaign initiatives.
• Secure key customer information to identify qualified “Sales ready” leads and prospective customers to be nurtured for future opportunities.
• Collaborate with the Sales team to develop and implement effective strategies for lead generation.
• Research to find new contacts in customer and prospect accounts and add to SalesForce.
• Conduct research to understand potential clients' needs and pain points.
• Schedule meetings and appointments for Field Sales to further the Sales process.
• Maintain accurate and up-to-date records in the CRM system.
• Assist in the preparation of Sales materials and presentations.

Business Development Representative

• Manage and grow key accounts, ensuring customer satisfaction and long-term partnerships.
• Identify and progress new business with top prospects.
• Develop and execute strategic account plans to achieve Sales targets.
• Own your pipeline to ensure long term, consistent performance in quarterly/annual quota achievement.
• Maintain and grow revenue from existing customers by selling and cross-selling our solutions into new departments.
• Identify and build relationships with key decision makers in existing and prospect organizations.
• Develop an understanding of business issues and opportunities in order to create a high value proposal focused on delivering their desired outcomes.
• Build a comprehensive territory plan that outlines strategy to secure new prospects.
• Work with a team of Account Executives (AEs), providing leadership, guidance and support.
• Collaborate with cross-functional teams to deliver exceptional customer and prospect experiences.
• Analyze market trends and customer and new business needs to identify opportunities.
• Maintain accurate and up-to-date forecast opportunities and records in the CRM system.
• Lead and contribute to RFP responses.
• Meet annual sales targets.

Account Director

Security Engineer

• Lead the cybersecurity operations and security engineering function across corporate, cloud, hybrid, and production environments.
• Manage and develop security engineers and analysts responsible for monitoring, detection, response, infrastructure security, vulnerability management, and operational security controls.
• Own monitoring, detection, and response capabilities, including SIEM, EDR/XDR, DLP, vulnerability management, firewall, WAF, email security, identity security, and cloud security tooling.
• Serve as the operational control point during significant cybersecurity incidents, coordinating response across Security, IT, Engineering, Legal, Communications, GRC, and executive stakeholders.
• Develop, maintain, and test incident response playbooks, escalation paths, tabletop exercises, on-call procedures, and post-incident review processes.
• Lead post-incident reviews and ensure root-cause remediation, lessons learned, and control improvements are completed.
• Evaluate, implement, and optimize security solutions across endpoint, identity, network, email, cloud, logging, detection, and response platforms.
• Partner with IT and Engineering to strengthen cloud, hybrid, and corporate security controls, including identity, network segmentation, key management, secrets management, privileged access, endpoint hardening, and secure configuration management.
• Support GovRAMP and PCI DSS control requirements related to logging, monitoring, vulnerability management, incident response, endpoint security, access control, encryption, cloud security, configuration management, and evidence collection.
• Drive measurable risk reduction across infrastructure, endpoints, cloud environments, identity systems, and business-critical services.
• Own operational vulnerability management processes for infrastructure, cloud, endpoint, and corporate systems.
• Support business continuity, disaster recovery, and resilience planning from a cybersecurity perspective.
• Manage cybersecurity operations budget inputs, including vendor evaluation, renewals, tool rationalization, and investment recommendations.
• Develop operational security metrics and reporting for executive leadership, including incident trends, vulnerability risk, detection coverage, response performance, control health, and remediation progress.
• Stay ahead of evolving threats, including cloud-native attacks, identity compromise, ransomware, AI-enabled threats, and emerging attacker techniques.
• Participate in or manage the security on-call rotation.

Senior Manager, Cybersecurity and Operations

Data Scientist

• Analyze permit submission comments and rejection patterns to identify the most common causes of delays and opportunities to improve review cycle times.
• Build, maintain, and refine NLP pipelines that classify reviewer comments into meaningful topics using clustering techniques and LLM-based approaches.
• Design, test, and optimize prompts for Azure OpenAI and other AI models to classify, summarize, and extract insights from unstructured text.
• Develop metrics, dashboards, and reports that translate data analysis into actionable recommendations for internal and external stakeholders.
• Write and optimize SQL queries and Python-based ETL processes to extract, transform, and load data from SQL Server and cloud-based storage environments.
• Evaluate AI and machine learning model outputs for quality, accuracy, consistency, and appropriate handling of sensitive information.
• Design and execute experiments to measure and improve the effectiveness of classification models, prompts, and analytical approaches.
• Partner with cross-functional teams to support data-driven decision-making and continuous improvement initiatives.