Accela

Customer Success Manager

• 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

Account Executive

• 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.

Associate Data Scientist – AI Submission Analysis

Support Engineer

• Monitor and triage email delivery issues reported through Salesforce support cases related to Public Portal notifications
• Use SendGrid administrative tools to look up blocked email addresses, identify the cause (bounce, block, spam complaint), and unblock when appropriate
• Update Salesforce cases with resolution notes and confirmation of action taken
• Communicate clearly and professionally with support engineers and customers through case comments
• Track recurring patterns in email delivery failures and flag systemic issues to Support leadership
• Maintain a simple log of unblock actions for reporting and trend analysis
• Meet defined service-level targets for case response and resolution

Operations Support Analyst – Contractor

Consultant

• Lead structured requirements elicitation activities including workshops, interviews, and working sessions with customer stakeholders.
• Facilitate discussions to uncover business goals, pain points, constraints, and success criteria, ensuring alignment across diverse stakeholder groups.
• Document and validate functional and non-functional requirements, business rules, assumptions, and dependencies.
• Translate business requirements into implementation-ready artifacts such as process flows, requirements and user stories.
• Develop current-state and future-state business process flows to identify inefficiencies, gaps, and improvement opportunities.
• Use business process flows as facilitation and decision-support artifacts to align stakeholders and guide solution design and implementation.
• Perform system configuration aligned to approved requirements and Accela best practices.
• Partner with technical, data, and integration teams to define, clarify, and coordinate technical requirements and dependencies.
• Act as a bridge between business stakeholders and technical teams, ensuring intent, constraints, and impacts are clearly understood.
• Guide customers toward standard solutions and best practices while balancing business needs, scope, and technical considerations.
• Collaborate with Project Managers to manage scope, identify risks early, and support informed decision-making.
• Support testing and validation activities including UAT planning, defect triage, and resolution coordination.
• Contribute to go-live readiness activities by validating configuration completeness, business process alignment, and operational readiness.

Senior Consultant – Managed Application Services

• Partner with large and complex government entities to provide Accela System Administration and System Enhancements
• Manage ticket intake and triage from customer contacts
• Monitor and oversee MAS support tickets
• 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
• Build and modify workflows, business rules, and automations
• Develop and adjust fee calculations
• Implement advanced scripting and automation for existing configurations

Consultant – Managed Application Services

Account Manager

• Engage with customers and partners to renew subscription and support revenues
• Lead renewal contract negotiations and achieve on-time contract booking
• Understand and consistently apply Accela’s sales and renewal processes, policies, and approval requirements.
• Build renewal quotes and maintain accurate customer and contract data in Salesforce CPQ
• Leverage AI tools to draft, refine, and personalize renewal communications, ensuring clarity, professionalism, and adherence to timelines
• Proactively identify renewal risk using customer engagement signals, contract complexity, and historical patterns; escalate risks early and appropriately
• Maintain disciplined renewal management practices to support accurate forecasting and predictable outcomes
• Drive renewals to close within committed timeframes and clearly communicate risk, slippage, or dependencies to stakeholders
• Assist cross sell / upsell opportunities and work with field sales team to generate incremental revenue
• Meet or exceed renewal quotas

Renewal Account Manager – Contractor

Renewal Account Manager

Recruitment

• Partner with the CHRO and executive team to align talent acquisition strategy with business priorities, growth plans, and evolving capability needs.
• Identify and anticipate talent shifts across the company (e.g., skills adjacency, emerging roles, declining capabilities) using workforce data, market insights, and business context.
• Actively shape build vs. buy vs. borrow decisions by integrating recruiting, internal mobility, and workforce planning perspectives.
• Serve as a thought partner to HR Business Partners and functional leaders to inform org design, succession planning, and transformation initiatives.
• Review and improve the hiring process, and provide regular recruiting updates to executives.
• Lead the adoption and responsible use of AI and automation across the talent acquisition lifecycle (sourcing, screening, insights, forecasting, and candidate experience).
• Use AI-driven tools and analytics to improve speed, quality of hire, talent matching, and equity outcomes.
• Translate recruiting and workforce data into clear, executive-ready insights and recommendations.
• Build strong partnerships across HR (People Analytics, Total Rewards, L&D, HRBPs) to develop a holistic understanding of internal talent supply and demand.
• Establish external partnerships and benchmarks to monitor labor market trends, competitive dynamics, and emerging skills.
• Ensure recruiting strategy reflects both near-term hiring needs and longer-term capability shifts.
• Have strong business acumen and consulting skills – this is an individual contributor role that will rely on strong partnerships with HR Ops, external vendors and internal leaders.
• Set clear priorities, metrics, and operating rhythms to ensure scalable, efficient, and candidate-centric hiring.
• Own TA governance, vendor strategy, and technology/AI roadmap.
• Have a high standard of work product delivery and output to stakeholders.