Accela

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

Support Engineer

• Develop new skills and become a subject matter expert in Accela technology.
• Identify solutions for customers' most challenging technical and business questions.
• Own customer issues from start to finish.
• Serve as the primary point of contact for customers.
• Contribute to the customer community and knowledge base by authoring content.
• Assist customers with configuring and administering Accela products.
• Respond promptly to customer inquiries in accordance with Accela's SLA guidelines and ensure timely case resolution.
• Proactively update customers on case statuses and progress.
• Manage a large case load independently, demonstrating initiative in queue management and follow-ups.
• Escalate cases appropriately to senior support resources or other departments.
• Take ownership of customer success by providing high-quality support and service.

Technical Support Engineer – Frontline

Project Manager

• Lead successful delivery of large, complex Professional Services implementations.
• Manage customer engagements end to end, partnering closely with cross-functional teams.
• Proactively manage delivery risks, dependencies, and timelines across multiple engagements.
• Establish and maintain project tracking and reporting for clear visibility into delivery health.
• Identify potential issues early, facilitate cross-functional problem solving, and drive resolution.

Senior Project Manager

Program Manager

• Coordinate contract review and approvals with Legal, Finance, and internal stakeholders
• Ensure agreements comply with company policies prior to execution
• Manage contract routing, approvals, and signature tracking
• Oversee vendor and contractor onboarding, including documentation and PO setup
• Maintain organized, accurate records of contracts and vendor information
• Lead GTM budgeting activities, including annual planning and quarterly reforecasting
• Track actual spend vs. budget and analyze variances
• Manage purchase requisitions, purchase orders, and invoice processing
• Monitor vendor spend and support financial reporting
• Build and maintain standardized workflows, templates, and checklists
• Ensure consistency, compliance, and operational rigor across GTM initiatives
• Partner cross-functionally to ensure timely program execution
• Prepare regular reports on contract status, budgets, and vendor activity
• Support planning and execution of Accela’s events portfolio, including:
• Travel to events (20–30%) to support live execution
• Serve as a frontline representative of Accela, delivering a best-in-class experience for customers, partners, and vendors

Program Manager, GTM

Customer Support

• Lead and develop people: Build a high-performing team through coaching, mentoring, and career development. Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee daily operations, including queue management, case assignment, service quality, and global coverage.
• Own team KPIs and reporting, including SLA attainment, backlog health, fix timeframes, CSAT, and escalation trends. Provide regular executive updates.
• Use CRM and support analytics to identify patterns, prioritize work, and drive proactive actions that prevent escalations.
• Act as the primary point of contact for major customer escalations. Lead resolution efforts with clarity, urgency, and professionalism.
• Conduct root cause analysis and corrective/preventive action reviews to close gaps in process, training, and product.
• Optimize policies and processes to remove friction and improve efficiency.
• Strengthen self-service resources and partner on enhancements that reduce customer effort.
• Evaluate and adopt new technologies that advance the support operating model, including automation and AI-assisted capabilities.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to protect and improve the customer experience.
• Support workforce management for forecasting, scheduling, and capacity planning.

Customer Support Manager

Data Analyst

• Design, build, and operate reliable data pipelines and transformations supporting GTM and finance use cases, leveraging Microsoft Fabric with Salesforce and NetSuite as primary sources
• Serve as the SME for ETL processes, data models, cross-application data flows, and data warehousing strategies
• Build and maintain system-to-system integrations (e.g., CRM ↔ ERP) using APIs and application automation to enable workflow automation and improve data consistency
• Establish and maintain high standards for data quality, documentation, governance, and operational excellence across reporting
• Optimize architecture for performance, scalability, and cost

Business Development Representative

Technical Support Engineer – Frontline

Senior Project Manager

Program Manager, GTM

Customer Support Manager

Data Analytics Manager