Accela

• 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.

• Serve as the primary administrator and strategic owner of Gainsight. • Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health. • Design and maintain customer health scoring frameworks. • Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows. • Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics. • Ensure data quality and operational consistency across Customer Success systems. • Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness. • Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator. • Develop customer segmentation strategies and scalable engagement programs. • Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions. • Partner with Customer Success Managers to improve customer engagement through automation and digital outreach. • Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking. • Support and evolve Accela's digital customer success strategy for long-tail customers. • Serve as the primary administrator and business owner for Staircase AI. • Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities. • Operationalize customer insights and health signals across the Customer Success organization. • Build workflows that enable proactive customer engagement based on customer intelligence data. • Continuously improve customer health visibility and risk detection capabilities. • Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes. • Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale. • Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness. • Support the development of AI-powered customer success initiatives and autonomous workflow capabilities. • Explore MCP-enabled technologies and AI integrations that improve customer success operations.

• Contribute to the operation, maintenance, and continuous improvement of Accela's production cloud environments. • Support platform modernization initiatives, including containerization, cloud-native technologies, and automation efforts. • Monitor platform health, availability, performance, and capacity using modern observability and monitoring tools. • Participate in incident response activities, troubleshooting production issues and contributing to Root Cause Analysis efforts. • Develop and maintain automation, tooling, and scripts that improve reliability, scalability, deployment efficiency, and operational effectiveness. • Support the implementation and monitoring of service level objectives (SLOs), service level agreements (SLAs), and operational metrics. • Partner with Development, DevOps, Database Engineering, and Security teams to identify and resolve reliability, performance, and scalability challenges. • Assist with platform deployments, operational readiness reviews, and change management activities. • Contribute to observability initiatives through monitoring, logging, metrics collection, and distributed tracing. • Support compliance-related operational activities associated with SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS environments. • Participate in post-incident reviews and contribute to corrective and preventive actions that improve platform stability.

• Serve as the customer-facing technical representative for Accela's SaaS Operations organization, partnering with Engineering, SRE, Database Engineering, Product, Professional Services, and Support teams to ensure customer success. • Lead technical engagements related to SaaS implementations, migrations, and ongoing production operations, ensuring reliable and predictable outcomes for customers. • Partner with Professional Services and Support teams to identify technical requirements, define migration strategies, and facilitate successful transitions into steady-state operations. • Develop and improve operational processes, tooling, monitoring, metrics, and alerting capabilities that support customer onboarding, migrations, and ongoing platform reliability. • Act as a senior escalation point for complex customer issues, leveraging observability tools, application performance monitoring, log analysis, distributed tracing, and metrics to diagnose and resolve production concerns. • Lead cross-functional response efforts for critical customer-impacting incidents and implementation challenges, coordinating stakeholders to drive timely resolution. • Partner with customers to establish reliability expectations, communicate service-level commitments, and provide guidance regarding operational risk and change management practices. • Collaborate with Sales, Professional Services, and Support teams to communicate Accela's service management processes, cloud operations practices, and compliance posture, including SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS requirements. • Provide customer-driven insights and feedback to Product, Engineering, and SRE teams to improve platform reliability, usability, and operational effectiveness. • Support pre-sales and customer expansion activities by providing technical expertise related to reliability, architecture, cloud operations, and compliance. • Provide technical leadership, mentorship, and best-practice guidance to Customer Reliability Engineers, Site Reliability Engineers, and other technical teams.

• Own the end-to-end architecture for Accela's cloud platform, including Azure infrastructure, networking, Kubernetes, identity, security, and platform services. • Define and maintain platform architecture standards, reference patterns, and technical guardrails to support scalability, reliability, and operational excellence. • Lead architecture reviews and drive technical decision-making through the Architecture Decision Record (ADR) process. • Develop long-term technical strategy for modernization initiatives, including cloud-native transformation, platform consolidation, and infrastructure evolution. • Establish architectural approaches for multi-tenant SaaS environments, including tenant isolation, observability, resiliency, and data residency requirements. • Partner with Engineering, Product, Security, Compliance, and Operations teams to align architecture with business objectives and regulatory requirements. • Translate compliance requirements, including FedRAMP, GovRAMP, PCI-DSS, and SOC2, into scalable technical capabilities and platform controls. • Define target-state architecture for shared services and cross-product capabilities spanning multiple acquired technology platforms. • Govern architecture exceptions and provide guidance on complex technical trade-offs impacting multiple engineering organizations. • Mentor and coach senior engineers, staff engineers, and architects, fostering architectural best practices and technical excellence. • Evaluate emerging technologies and industry trends to inform platform strategy and future investments.

• Plan, design, and conduct qualitative and quantitative user research studies across multiple product areas, including ACA, Payments, Platform Integrations, Administration, and Civic Platform. • Lead usability testing efforts to evaluate product experiences and identify opportunities for improvement. • Analyze research findings and synthesize insights into clear, actionable recommendations for Product, Design, and Engineering teams. • Develop and maintain user personas, journey maps, and other research artifacts that support product strategy and design decisions. • Partner with Product Managers and UX Designers to define research objectives and align studies with business and customer goals. • Conduct user interviews, surveys, contextual inquiries, and other research activities to better understand customer needs and behaviors. • Communicate research findings through presentations, reports, workshops, and stakeholder discussions. • Advocate for user-centered design principles and promote the integration of research throughout the product development lifecycle. • Establish and maintain research best practices, methodologies, and repositories of customer insights. • Collaborate with cross-functional teams to ensure research findings are incorporated into product roadmaps and design solutions.

• Contribute to and help evolve UX strategy across Accela’s platform, grounded in user needs, product goals, and architectural direction • Translate product strategy into experience principles, frameworks, and interaction models across assigned product areas • Drive consistency in user experience across workflows, surfaces, and product experiences • Support and apply UX standards, patterns, and design system principles across teams • Partner in developing research strategies to understand user behaviors, workflows, and unmet needs • Synthesize qualitative and quantitative insights into actionable design and product recommendations • Work closely with UX Research and Product teams to ensure insights inform roadmap priorities and design decisions • Advocate for continuous discovery and user feedback throughout the product development lifecycle • Define end-to-end user journeys, workflows, and interaction patterns for complex product areas • Provide strategic input into design solutions, ensuring alignment with user needs, accessibility standards, and product goals • Collaborate with Product Designers to translate strategy into high-quality designs and prototypes • Ensure design decisions align with broader platform standards and design systems • Partner closely with Product Management, Engineering, and Design to align UX strategy with roadmap priorities and technical constraints • Influence product direction through a user-centered perspective, contributing to prioritization and solution decisions • Drive alignment across teams to support consistent experience delivery from concept through release • Contribute to strategic discussions related to product direction and customer experience • Identify UX gaps, inconsistencies, and opportunities within assigned product areas; recommend scalable improvements • Contribute to platform modernization efforts, including workflow simplification and experience consistency • Support the adoption of emerging UX practices, including AI-assisted and data-informed design approaches • Help define and track UX success metrics, including usability, adoption, and user satisfaction • Promote data-informed decision-making within UX and product teams • Communicate UX insights, tradeoffs, and recommendations clearly to stakeholders

Role Description The Account Executive will be an integral member of a cross functional regional Sales team. This role will be responsible for managing the entire Sales cycle, including prospecting, closing deals, and maintaining and expanding mid-sized opportunities. The ideal candidate will demonstrate a strong sense of urgency and a proactive approach, consistently focusing on pipeline growth. They will be highly motivated to build and expand their book of business, ensuring sustained success and development within their designated market. This specific Account Executive position will cover the following states: Illinois, Minnesota, Wisconsin, Missouri, Iowa, Kansas, Arkansas, Nebraska, Arizona, New Mexico, Oklahoma, South Dakota. Specific Responsibilities - Manage the full Sales cycle, including prospecting, qualifying, negotiating, and closing deals for mid-size jurisdictions in the above listed states. - Maintain and grow revenue from existing and prospect customers by selling and cross-selling our solutions into new departments. - Develop, build, and maintain strong relationships with key decision makers in existing and prospect customer organizations. - Identify customer and prospect needs and tailor solutions to meet those needs. - Maintain accurate and up-to-date forecast opportunities and records in the CRM system. - Lead and contribute to RFP responses. - Collaborate with the Marketing and Product teams to ensure customer satisfaction. - Meet annual Sales targets. Qualifications - Bachelor's degree in Business, Marketing, or a related field, or equivalent experience. - 2-5 years of sales experience, preferably with software to state & local governments. - Proven track record of meeting or exceeding sales targets. - Excellent communication, negotiation, and presentation skills. - Strong sense of urgency, accountability, and time management skills. - Proficiency with CRM software and Sales tools. - Prior experience in correctly qualifying new opportunities and accurately forecasting. - Ability to travel in excess of 50%. Benefits - The annual base salary range for this full-time position is $100,000 - $120,000 (less applicable taxes). - The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. - This position is eligible for an annual bonus target, which is a discretionary bonus awarded based on company and individual goal achievement. - Generous benefits package including flexible time off, comprehensive medical, 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, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits. Company Description For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

• Analyze legacy system data structures and perform data profiling to identify data quality issues, gaps, and transformation requirements • Lead data-focused work sessions and workshops with client stakeholders to gather requirements, review mappings, and resolve data-related decisions • Engage directly with customers to explain data structures, transformation logic, and migration outcomes in a clear and actionable way • Develop and maintain detailed source-to-target data mapping specifications aligned to Accela data models (e.g., records, contacts, parcels, ASI) • Design and execute data extraction, transformation, and load (ETL) processes to migrate data into the Accela Civic Platform • Perform data cleansing, normalization, and enrichment activities to ensure consistency and accuracy prior to migration • Execute mock conversions and support iterative migration cycles, including testing, validation, and issue resolution • Develop and execute data validation and reconciliation processes to confirm completeness, accuracy, and integrity of migrated data • Troubleshoot data-related issues and work collaboratively with functional consultants and client stakeholders to resolve discrepancies • Support User Acceptance Testing (UAT) activities related to migrated data and ensure readiness for go-live • Participate in go-live cutover activities, including final data loads and post-migration validation • Document migration processes, mapping logic, validation results, and lessons learned to support repeatability and continuous improvement • Demonstrate curiosity and initiative in leveraging AI-assisted tools and automation to improve data migration processes, including mapping, validation, documentation, and repeatable frameworks • Contribute to the development of data migration best practices, tools, and templates across the Professional Services organization

• Serve as a technical leader for reliability engineering, operational excellence, and platform modernization across the Civic Platform. • Drive platform modernization initiatives, including the continued evolution from VM-based architectures toward containerized and cloud-native services, in partnership with DevOps Engineering, Database Engineering, Security, and Development teams. • Lead efforts that improve and sustain the availability, performance, scalability, security, and cost efficiency of Accela's SaaS offerings. • Define, implement, and operate service level objectives (SLOs), service level agreements (SLAs), and error budgets for critical platform services, using data to drive prioritization and risk-based decision making. • Lead observability initiatives across metrics, distributed tracing, logging, and monitoring platforms to improve system visibility and accelerate issue detection and resolution. • Drive Root Cause Analysis (RCA) efforts for complex production incidents, facilitate blameless postmortems, and ensure corrective actions are implemented and tracked to completion. • Design, develop, and maintain automation, tooling, and software solutions that improve reliability, operational efficiency, scalability, and developer productivity. • Serve as a senior technical escalation point during production incidents and for platform changes that impact availability, performance, security, or compliance. • Partner with Security and Compliance teams to ensure platform operations meet regulatory and compliance requirements, including SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS. • Translate operational metrics, reliability trends, and platform health data into actionable insights for engineering leadership and executive stakeholders. • Mentor engineers across the Cloud Engineering organization and influence engineering best practices through technical leadership and collaboration