Senior Program Director, Managed Services

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Accela

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Government • SaaS • Enterprise

Accela is a leader in providing cloud-based solutions designed to modernize government services. Their unified suite of innovative applications focuses on building more connected communities through enhanced efficiency and secure data management. Accela empowers local and state governments by streamlining processes such as building permits, licensing, cannabis regulation, and environmental health. With a focus on civic solutions, Accela aims to improve public sector operations by eliminating data silos and facilitating better interactions with residents. By leveraging their SaaS platform, governments can enhance service delivery, increase transparency, and reduce operational costs, leading to significant time and cost savings.

201 - 500 employees

Founded 2000

🏛️ Government

☁️ SaaS

🏢 Enterprise

📋 Description

• 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.

🎯 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 SaaS or enterprise workflow environment. • Strong operational and process design experience (SLAs, service catalogs, triage workflows, governance models). • Experience managing blended teams (onshore/offshore) with a track record of improving efficiency at scale. • Strong understanding of technical platforms, integrations, and complex solution delivery (preferably SaaS or low-code platforms). • Excellent cross-functional leadership and communication skills, including ability to collaborate with Sales, Product, Support, and Exec leadership. • Customer-first mindset with strong problem-solving and escalation management skills.

🏖️ Benefits

• flexible time off • comprehensive medical plans • dental and vision plans • family planning benefits • 401(k) retirement savings plan with company match • health savings account with company contributions • flexible spending account • life coverage • accident and disability coverage • business travel insurance • employee assistance programs • other well-being benefits