Implementation Manager

ABOUT THE ROLE

We are searching for an independent and driven Implementation Manager to join our high-performing Implementation Team. In this role, you will act as the primary point of contact for new customers, managing the onboarding process from start to finish. This includes gathering requirements, configuring our SaaS solutions, overseeing project management tasks, and ensuring a smooth transition from sales to product adoption. You will collaborate with cross-functional teams such as sales, product management, customer success, and technical support to deliver exceptional client experiences and foster customer satisfaction.

SPECIFIC RESPONSIBILITIES

• Client Onboarding: Lead the onboarding journey for new clients by conducting kickoff meetings, understanding their business processes and requirements, and guiding them on best practices for implementing and configuring our SaaS products.
• Project Management: Manage project deliverables by ensuring work remains within scope, maintaining reliable and transparent communication, identifying potential risks and opportunities, and supporting clients with change management.
• Product Configuration: Customize system settings, workflows, and integrations to meet client needs, focusing on out-of-the-box functionality to minimize customizations when possible.
• OpenCounter Product-Specific Duties:
  • Understand regulatory processes such as zoning and permitting regulations.
  • Translate municipal codes into a custom Excel-like language.
  • Set and maintain client expectations.
  • Clearly communicate the platform's value and goals.
  • Present complex issues in simple, relatable terms.

• Cross-Functional Collaboration: Work closely with teams across sales, product management, and support to ensure seamless transitions from sales to client adoption. Use strong communication skills to influence product improvements and deliver a cohesive client experience.
• Training and Documentation: Develop and deliver training sessions to help clients fully adopt and utilize our SaaS products. Maintain comprehensive documentation, including user guides and knowledge base resources.
• Issue Resolution: Proactively identify and resolve implementation challenges. Escalate complex issues when necessary while keeping clients informed throughout the process.
• Process Improvement: Continuously contribute to the improvement of implementation processes and methodologies.

REQUIRED QUALIFICATIONS

• Background or strong interest in local government, community development, or municipal planning.
• Bachelor’s degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience.
• 3+ years in a client-facing implementation or project management role.
• Deep understanding of software implementation processes and best practices.
• Excellent communication and interpersonal skills, with the ability to lead client workshops and foster collaboration.
• Strong technical aptitude with the ability to quickly learn new software applications and solve implementation challenges.

DESIRED QUALIFICATIONS

• Strong analytical and problem-solving skills, with high proficiency in Excel.
• Experience in CRM, ERP, or enterprise software implementations (e.g., Accela, GovTech) is a plus.
• Familiarity with tools like Salesforce, OpenAir, Jira, MS Project, or Asana is highly desirable.

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.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $110,000-$110,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.

Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, 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, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

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.