• 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.

• Onboard dealership customers to AppraisalPRO and conduct initial training • Quickly and effectively aid customers in resolving technical issues and coordinate with internal engineering teams to resolve any issues • Proactively provide support by actively monitoring product usage to identify red flags • Influence and build rapport with key decision-makers in order to become their trusted advisor • Secure referrals to other potential dealership customers from existing customers • Present recommendations on platform and user experience improvements to our Product and Engineering team

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track • Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise • Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch • Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution • Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders • Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

• Provides support to the Sales, Marketing, and Support team(s), with a high attention to detail. • Researches, analyzes, and documents findings. • May coach, review, and/or delegate work to other team members. • Ensures that partners receive maximum value from their investments in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other ConnectWise stakeholders to ensure adoption and a successful renewal. • Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business. • Develops an understanding of typical business challenges faced by partners and common objectives to appropriately map ConnectWise platform features and associated business benefits to address their needs. • Acts as an escalation point to drive resolution in a timely, proactive manner • Travels to partner locations and IT Nation events. • Helps create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team. • Identifies processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations.