Accela

Support Engineer

• Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence.
• Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases.
• Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues.
• Review case quality, documentation, and testing/replication accuracy to maintain consistency and continuous improvement.
• Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis.
• Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends.
• Facilitate regular coaching sessions and career development plans for team members.
• Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments.
• Contribute to knowledge management by encouraging documentation and reusability of solutions.
• Serve as an escalation point for high-impact customer issues and executive-level inquiries.

Technical Support Manager

• Serve as the point of contact for customer inquiries via cases or phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and perform test validation to confirm behaviors.
• Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects.
• Own cases until resolution or proper handoff, ensuring timely updates and clear communication.
• Contribute to the knowledge base with new solutions, FAQs, and process improvements.
• Participate in swarm sessions to accelerate resolution of widespread or critical issues.
• Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
• Represent the voice of the customer and provide feedback on product usability and gaps.

Technical Support Engineer

Customer Success Manager

• Develop and execute detailed customer health plans that align with strategic goals.
• Conduct regular customer health assessments and proactively address potential issues.
• Lead on-site and virtual business reviews with key stakeholders, including CIO and business development and planning executives
• Maintain regular, proactive communication with customers to provide updates, gather feedback, and address concerns.
• Collaborate closely with sales, services, and product teams to deliver a cohesive customer experience and establish a seamless feedback loop.
• Drive product adoption and ensure customers realize the full value of our solutions.
• Advocate for customer needs within the organization, ensuring their feedback informs product and development decisions.
• Identify opportunities for account growth through customer success-qualified leads.
• Implement and share best practices from the Gov Tech industry to optimize customer workflows and processes.
• Manage escalations effectively to ensure timely resolution of challenges.
• Maximize customer success by helping them identify and measure key results and business outcomes.
• Enhance customer experience by clearly defining ownership and managing key Customer Moments of Truth across Accela.
• Analyze and effectively communicate data stories that drive success for Accela and the customer through various reporting platforms.
• Help reduce churn through value attainment.
• Understand account segmentation models and deliver results to an extensive portfolio of businesses.
• 10-20% of travel will be required.

Technical Program Manager

• Define and govern processes for Production Incident, Problem, Change Management and escalations for services delivered in Public Cloud (Azure and AWS). Function as process manager until processes can be fully operationalized
• Maintain a portfolio of key technology vendors and oversee technology spend and vendor relationships
• Develop Quality of Service and Execution metrics that align with Accela’s business objectives for presentation with executive leadership
• Drive cross-functional SaaS transformation initiatives
• Develop and maintain a cost model for cloud consumption and expense based on service capacity needs
• Work closely with Finance Business Partner(s) to update forecast and set and govern budget, ensuring monthly cost intelligence is delivered (via PowerBI)
• Develop and maintain cost reporting and drive optimization programs with service owner(s)
• Drive maturity in Root Cause Analyses, Operability Review, Service Review, and associated metrics
• Prioritize bugs, design changes, and feature requests in order to ensure proper focus on non-functional requirements for Accela’s SaaS offerings
• Manage execution of key Compliance deliverables including patching within OLA and DR/BCP testing
• Develop Production Operations and Service Desk capabilities in partnership cross-functionally and with key vendors
• Potential to lead a small team over time

Principal Technical Program Manager

Technical Product Manager

• Define & scale standards: Create implementation standards, best practices, and governance for plan review that can be reused across projects.
• Build enablement tooling: Design and prioritize software utilities, UI components, templates, and frameworks (JS/Node-based) that automate consultant workflows and enable customer self-service.
• Enable partners & teams: Train, mentor, and certify internal consultants and partners; evangelize PREF; uphold QA and delivery excellence.
• Document the framework: Produce clear technical and process documentation that drives adoption and consistency.
• Advise on projects: Join strategic customer engagements to validate requirements, shape solution architecture/configuration, and harvest insights back into PREF.
• Operate the program: Stand up project tracking in Jira/Confluence; define dashboards, KPIs, and resourcing views; support budgeting and cost controls.

Senior Technical Product Manager – Plan Review Enablement Framework

• Diagnose and resolve issues across SaaS and On-Prem environments.
• Provide hands-on technical assistance (troubleshooting, code/architecture analysis).
• Become an Accela SME; handle sensitive/high-priority escalations end-to-end.
• Analyze logs, large datasets, and REST APIs; identify root cause and drive fixes.
• Partner with Engineering/Product—escalate only verified code defects.
• Create and improve customer-facing knowledge base content.
• Mentor Support teams on technical depth and customer communication.
• Challenge the status quo using data; drive process and quality improvements.
• Perform other related duties as assigned.

Software Support Engineer

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 and 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

MAS Consultant

Project Manager

• Lead the successful delivery of large, complex implementations, aligning execution with business goals and driving measurable value
• Own the cross-functional Professional Services delivery process, ensuring projects are completed on time, within budget, and with high customer satisfaction
• Manage end-to-end project execution: planning, budgeting, resource alignment, and execution across cross-functional teams, ensuring adherence to the Statement of Work
• Monitor project progress and performance, proactively identify and mitigate risks, and maintain clear visibility into project status with effective tracking and reporting (Ensure Project Health)
• Serve as the primary point of contact for customers, foster strong relationships through transparent communication, act as the first line of escalation, and support the Regional Director in executive engagements (Manage Client Relationships)
• Coordinate efforts across internal teams—including Consultants, Architects, PMO, Cloud Ops, Product, Support, and Partners—to ensure aligned execution and shared success (Drive Cross-Functional Collaboration)
• Contribute to business development efforts by supporting project expansions, participating in proposal development, and assisting with budget estimation (Support Business Growth)
• Communicate effectively with both executive stakeholders and technical teams, and adapt delivery approaches to evolving customer needs

Senior Implementation Project Manager

Director

• Lead the design, modernization, and operational excellence of enterprise infrastructure across hybrid and cloud environments.
• Oversee infrastructure engineering, enterprise IT operations, and cloud transformation initiatives.
• Define and execute a multi-year infrastructure roadmap aligned to business goals and compliance needs.
• Lead cloud modernization initiatives (Azure, AWS).
• Oversee enterprise IT operations including helpdesk, collaboration platforms, identity management, and enterprise apps (Microsoft 365, Salesforce, Azure Virtual Desktop).
• Drive automation with Terraform, PowerShell, and Bash to increase efficiency and reduce risk.
• Implement disaster recovery, business continuity, and incident response strategies.
• Ensure alignment with frameworks such as PCI, SOC, NIST, and GovRAMP.
• Partner with Security and Compliance teams to maintain secure, compliant environments.
• Lead infrastructure-related audits and proactively manage risks.
• Build, mentor, and inspire high-performing infrastructure and operations teams.
• Partner with business leaders to ensure infrastructure supports growth and innovation.
• Manage vendor relationships and technology investments to maximize ROI.
• Foster a culture of accountability, innovation, and operational excellence.

Senior Director, Infrastructure

Accountant

• Drive an efficient and accurate monthly financial close process
• Prepare journal entries to support close activities, including but not limited to prepaids, fixed assets, intangibles, accruals, intercompany transactions, etc.
• Perform reconciliations for responsible accounts, ensuring accuracy and adherence to US GAAP
• Conduct flux analysis and provide insights on variances
• Partner with external tax firm to file various returns and resolve discrepancies
• Assist in the preparation of various supporting schedules and analyses for internal and external reporting, tax, and audit processes
• Assist in documenting internal processes/controls and identifying actionable insights and recommendations to improve processes/efficiencies
• Collaborate and serve as a liaison to other departments on accounting matters with cross functional impact
• Support accounting integration activities and other projects assigned
• Support AP team and international team when needed

Senior Accountant

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

• 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

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

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.