Sr. Director, Government Solution Architecture

Summary

The Sr Director, Government Solution Architecture is responsible for creating a 5-year plan with customers, coordinating different aspects of the plan, assessing customer health status, and engaging with sales during strategic opportunities. The role requires a Bachelor's degree, 10+ years of experience in customer success, deep industry knowledge, proficiency in specific areas, and familiarity with Accela is preferred.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, Computer Science, or a related field
• 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

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

Preferred Qualifications

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

Benefits

• Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes
• Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies
• 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 practices, policies, and philosophies to enable diversity to thrive and support equity in opportunity for everyone