[Remote] Senior Program Director, Managed Services at Accela

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

8+ years in Professional Services, Managed Services, SaaS operations, or technical delivery leadership
Proven experience scaling a services or support team in a high-growth environment

Responsibilities

Build and lead the MAS program as a strategic service line aligned to Accela’s growth and customer success objectives
Own MAS roadmap, service catalog, SLAs, pricing inputs, and operating model (Tier 1/Tier 2 structure with SA Tier 3 support)
Partner with Sales and Pre-Sales to position MAS as a key component of our complex workflow offerings, increasing win rates and deal velocity
Define KPIs and metrics to measure operational efficiency, customer outcomes, renewal risk, and financial performance
Own day-to-day MAS operations, team performance, quality of service, and customer experience
Establish standardized processes for intake, triage, prioritization, fulfillment, change management, and release cycles
Build backlog and SLA management frameworks, improving predictability and response/resolution times
Implement automation, scripts, and reusable components to reduce manual work and scale efficiency
Build and scale a blended MAS team including Tier 1 specialists, Tier 2 analysts, and offshore/nearshore resources
Partner with Solution Architecture on skill development for complex workflows, integrations, and modernization
Create clear career paths, performance standards, and training programs for MAS roles
Foster a culture of accountability, continuous improvement, and customer-centricity
Collaborate closely with Regional Directors to support account governance, customer satisfaction, and renewal/expansion opportunities
Work with the Solution Architecture team to define Tier 3 escalation paths, technical review processes, and reusable solution patterns
Ensure alignment with Support, Product, Engineering, Sales, and Finance on roadmap, tooling, value realization, and operational maturity
Manage MAS P&L inputs including staffing costs, utilization, margin targets, and forecasting
Develop capacity models to support 2× growth over the next 12–18 months
Provide accurate planning for revenue, cost-to-serve, and staffing requirements across all tiers
Recommend adjustments to pricing, packaging, and margin targets as the program matures

Accela

Cloud-based solutions for government agencies

About Accela

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.

San Ramon, CaliforniaHeadquarters

1999Year Founded

$151.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Government & Public Sector, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Family Planning Benefits

401(k) Retirement Plan

401(k) Company Match

Health Savings Account/Flexible Spending Account

Life Insurance

Disability Insurance

Mental Health Support

Risks

Emerging civic tech startups pose a threat to Accela's market share.

Integration challenges with OpenCounter may disrupt service delivery.

Economic downturns could reduce government spending on Accela's SaaS solutions.

Differentiation

Accela offers a comprehensive suite of cloud-based solutions for government agencies.

The Construct API enables developers to enhance civic engagement and streamline operations.

Accela's acquisition of OpenCounter simplifies permitting and licensing processes for users.

Upsides

Increased demand for digital government services boosts Accela's SaaS offerings.

Smart city initiatives globally expand Accela's market reach.

Data-driven decision-making in government operations increases demand for Accela's analytics capabilities.

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