Sr. Director

ABOUT THE ROLE:

The Sr. Director, Government Solution Architect is responsible for working with a team to jointly build a Major Accounts Plan with a customer, which is a 3–5-year customer roadmap document. This will include collaborating with the customer’s executive team to establish KPIs that represent a successful deployment and the goals they expect to achieve with long-term usage. The role includes incorporating industry best practices into this process. The director will also work with sales, services, and support to coordinate different aspects of the plan, as well as organize customer activities such as customer-focused quarterly business reviews. A key aspect of the customer plan is assessing the customer’s current health status (red/yellow/green), with the aim of maintaining green status or progressing to green. The leader will also engage with sales during pursuits of strategic new logo opportunities.

SPECIFIC RESPONSIBILITIES:

• Lead the team serving as the liaison between Accela and its top 20 major accounts.
• Collaborate with customers to create a 5-year plan and conduct quarterly business reviews to track execution and plan adjustments.
• Partner closely with the sales team to operationalize the joint 5-year plan into an actionable Accela strategy aligned with customer needs.
• Collaborate with the product organization to identify and address gaps in the Accela roadmap to meet customer requirements.
• Support the sales team in achieving sales targets with major accounts.
• Coordinate with the support organization to prioritize communication and follow-up based on the 5-year plan and opportunities.
• Contribute to the design of program frameworks, KPIs, plan templates, and the QBR process.
• Ensure alignment of the high-level vision approved at the Executive Team level.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Marketing, Communications, Computer Science, or a related field.
• Relevant certifications in customer success, project management (e.g., PMP), or industry-specific credentials are advantageous.
• 10+ years of experience in customer success, account management, or a related field.
• Deep industry, product, and customer knowledge enabling leadership of teams in translating broad strategic plans into actionable customer and organizational deliverables.
• Proficiency in licensing, service requests, work orders, business licensing, right-of-way management, asset management, and land management.
• Familiarity with Enterprise Software Customer Success Engagement Models.
• Business and Technical Acumen: Ability to differentiate between business and technical requirements and educate stakeholders on aligning customer needs with optimal solutions.
• Skill in leading meetings and managing diverse stakeholder audiences effectively.
• Expertise in account farming, including identifying licensing and delivery opportunities and collaborating with sales teams throughout the deal lifecycle.
• Proficiency in handling challenging situations with diplomacy and tact.
• Exceptional listening and presentation skills.
• Ability to influence customers’ change management needs related to workflow and business processes, leveraging industry best practices and case studies.
• Strong proficiency in presentation delivery.

DESIRED QUALIFICATIONS:

• Familiarity with Accela language and terminology preferred.
• Proficiency in Accela Civic Platform administration.

ABOUT ACCELA 
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.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION 
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.

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