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Full-Time

Customer Success Manager

Posted on 9/26/2024

Accela

Accela

501-1,000 employees

Cloud-based solutions for government agencies

Government & Public Sector
Enterprise Software

Compensation Overview

$75k - $95kAnnually

+ Commission

Mid

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Data Analysis
Requirements
  • Bachelor’s degree in a relevant field or equivalent work experience.
  • 3+ years of experience in customer success, account management, or a related field.
  • Proven ability to develop and execute customer success strategies and plans.
  • Strong data analysis skills to monitor and interpret customer health and engagement metrics.
  • Excellent communication and presentation skills.
  • Demonstrated ability to collaborate with cross-functional teams.
  • Proactive problem-solving skills and a customer-centric mindset.
  • Ability to manage multiple customer accounts and prioritize tasks effectively.
  • Experience with customer success tools, methodologies, and technologies.
Responsibilities
  • Develop and execute detailed customer results plans that align with strategic goals.
  • Conduct regular customer health assessments and proactively address potential issues.
  • Lead quarterly Health Reviews (QHRs) with key stakeholders to review performance and plan future activities.
  • Maintain regular, proactive communication with customers to provide updates, gather feedback, and address concerns.
  • Collaborate closely with sales, services, and product teams to deliver a cohesive customer experience.
  • Drive product adoption and ensure customers realize the full value of our solutions.
  • Advocate for customer needs within the organization, ensuring their feedback influences product and service developments.
  • Identify opportunities for account growth and additional service penetration.
  • Implement and share industry best practices to optimize customer workflows and processes.
  • Manage escalations effectively, ensuring timely resolution of challenges.
  • Maximize customer success by helping them identify and measure key results and business outcomes.
  • Enhance customer experience by clearly defining ownership and managing key Customer Moments of Truth across Accela.
  • Analyze and effectively communicate data stories that drive success for Accela and the customer through various reporting platforms.
  • Help reduce churn through value attainment.
  • Enable cross-sell opportunities and improve new logo win rates.
  • Establish account contacts.
  • 10-20% of travel may be required.

Accela provides cloud-based solutions designed for government agencies to enhance civic engagement and streamline operations. Its main product, the Construct API, enables developers to create applications that improve interactions between government entities and citizens. These applications can assist with various civic functions, including permitting, licensing, code enforcement, and public health management. Accela differentiates itself from competitors by offering a subscription-based Software as a Service (SaaS) model, along with open-source tools and resources that foster a community of developers focused on civic technology. The company's goal is to improve efficiency, transparency, and citizen satisfaction in government services.

Company Stage

Private

Total Funding

$215.6M

Headquarters

San Ramon, California

Founded

1999

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Simplify's Take

What believers are saying

  • Accela's recent strategic investment from Francisco Partners provides significant financial backing for future growth and innovation.
  • The appointment of Noam Reininger as CEO brings experienced leadership to drive the next phase of product development and market expansion.
  • Accela's recognition as Microsoft Government Partner of the Year underscores its strong reputation and influence in the civic technology market.

What critics are saying

  • The integration of OpenCounter's technology may face challenges, potentially delaying the anticipated improvements in user experience.
  • Accela operates in a highly specialized market, which could limit its scalability compared to more diversified tech companies.

What makes Accela unique

  • Accela's focus on cloud-based solutions specifically tailored for government agencies sets it apart from more generalized SaaS providers.
  • The acquisition of OpenCounter enhances Accela's platform by simplifying the permitting and licensing process, making it more user-friendly and efficient.
  • Accela's Construct API allows for extensive customization and integration, enabling developers to create specialized applications that improve civic engagement and government operations.
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