Accela

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

Data Analytics Manager

Program Manager

• Build and lead the MAS program as a strategic service line aligned to Accela’s growth and customer success objectives.
• Own MAS roadmap, service catalog, SLAs, pricing inputs, and operating model (Tier 1/Tier 2 structure with SA Tier 3 support).
• Partner with Sales and Pre-Sales to position MAS as a key component of our complex workflow offerings, increasing win rates and deal velocity.
• Define KPIs and metrics to measure operational efficiency, customer outcomes, renewal risk, and financial performance.
• Own day-to-day MAS operations, team performance, quality of service, and customer experience.
• Establish standardized processes for intake, triage, prioritization, fulfillment, change management, and release cycles.
• Build backlog and SLA management frameworks, improving predictability and response/resolution times.
• Implement automation, scripts, and reusable components to reduce manual work and scale efficiency.
• Build and scale a blended MAS team including Tier 1 specialists, Tier 2 analysts, and offshore/nearshore resources.
• Partner with Solution Architecture on skill development for complex workflows, integrations, and modernization.
• Create clear career paths, performance standards, and training programs for MAS roles.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Collaborate closely with Regional Directors to support account governance, customer satisfaction, and renewal/expansion opportunities.
• Work with the Solution Architecture team to define Tier 3 escalation paths, technical review processes, and reusable solution patterns.
• Ensure alignment with Support, Product, Engineering, Sales, and Finance on roadmap, tooling, value realization, and operational maturity.
• Manage MAS P&L inputs including staffing costs, utilization, margin targets, and forecasting.
• Develop capacity models to support 2× growth over the next 12–18 months.

Senior Program Director, Managed Services

Technical Project Manager

• Lead enterprise-wide technology and engineering initiatives from concept to delivery. Manage a portfolio of complex, high-impact programs and ensure they land on time, and within scope.
• Partner closely with the Director of Product and Engineering Operations and cross-functional stakeholders to define project goals, success metrics, and delivery roadmaps.
• Ensure requirements and acceptance criteria are clear, complete, and actionable before execution. Identify gaps, raise risks, and prevent teams from moving forward with unclear inputs.
• Drive cross-functional consensus on designs, trade-offs, and key decisions. Ensure stakeholders are heard, decisions are understood, and teams are aligned before moving forward.
• Build scalable frameworks for project tracking, reporting, and governance. Deliver consistent, data-driven updates to business leaders and executives.
• Drive planning, prioritization, and execution in agile environments, ensuring adaptability while keeping teams aligned to outcomes.
• Anticipate cross-team dependencies, facilitate project reviews, and create risk mitigation plans that resolve issues before they derail delivery.
• Provide transparent, no-spin progress updates to executives and stakeholders. Hold leaders and teams accountable to commitments.
• Identify and implement improvements in process, tooling, and resource planning to keep teams efficient and programs predictable.
• Promote data-driven decision-making and agile ways of working across the organization, raising the bar for how we deliver.

Support Engineer

• Serve as the primary escalation point for unresolved cases from the Frontline team.
• Reproduce complex issues within sandbox or test environments to determine root cause.
• Conduct detailed log analysis, API tracing, and SQL-level data validation.
• Identify software defects and collaborate directly with Product Management & Engineering on debugging, verification, and fix validation.
• Partner with CloudOps to diagnose infrastructure, performance, or integration issues.
• Provide mentorship and technical guidance to Frontline Engineers.
• Contribute to internal documentation, technical training, and troubleshooting guides.
• Participate in post-mortems and defect triage meetings.
• Track recurring patterns and escalate systemic product or process issues.

Software Support Engineer – Backline

Vice President

• Lead, develop, and inspire the Account Executives and Account Directors teams to achieve quota, drive retention, and accelerate ARR growth.
• Work closely with Professional Services, Legal, RFP team, Product, Solution Engineers, Marketing, Support, and Sales Operations to create winning strategies.
• Coach team members through the sales process, join strategic customer meetings, and support complex deal cycles.
• Increase customer satisfaction, expand referenceable accounts, and strengthen long-term relationships.
• Build strong, mutually beneficial partnerships with Accela Partners to generate pipeline and accelerate deals.
• Analyze performance metrics, forecast accurately, identify risk early, and implement corrective actions.
• Champion a high-performance, accountable culture aligned with Accela’s values.

Data Analytics Manager

Senior Program Director, Managed Services

Technical Project Manager

Software Support Engineer – Backline

Regional Vice President