Accela

Senior Program Director, Managed Services

Accela

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $180,000 - $210,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 8+ years in Professional Services, Managed Services, SaaS operations, or technical delivery leadership.
  • Proven experience scaling a services or support team in a high-growth SaaS or enterprise workflow environment.
  • Strong operational and process design experience (SLAs, service catalogs, triage workflows, governance models).
  • Experience managing blended teams (onshore/offshore) with a track record of improving efficiency at scale.
  • Strong understanding of technical platforms, integrations, and complex solution delivery (preferably SaaS or low-code platforms).
  • Excellent cross-functional leadership and communication skills, including ability to collaborate with Sales, Product, Support, and Exec leadership.
  • Customer-first mindset with strong problem-solving and escalation management skills.
Benefits
  • flexible time off
  • comprehensive medical plans
  • dental and vision plans
  • family planning benefits
  • 401(k) retirement savings plan with company match
  • health savings account with company contributions
  • flexible spending account
  • life coverage
  • accident and disability coverage
  • business travel insurance
  • employee assistance programs
  • other well-being benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaS operationsservice catalogSLAstriage workflowsgovernance modelsautomationcapacity modelscomplex solution deliveryintegrationsworkflow offerings
Soft skills
cross-functional leadershipcommunication skillscustomer-first mindsetproblem-solvingescalation managementcontinuous improvementaccountabilitycollaborationteam performancecustomer experience