• Develop new skills and become a subject matter expert in Accela technology. • Identify solutions for customers' most challenging technical and business questions. • Own customer issues from start to finish. • Serve as the primary point of contact for customers. • Contribute to the customer community and knowledge base by authoring content. • Assist customers with configuring and administering Accela products. • Respond promptly to customer inquiries in accordance with Accela's SLA guidelines and ensure timely case resolution. • Proactively update customers on case statuses and progress. • Manage a large case load independently, demonstrating initiative in queue management and follow-ups. • Escalate cases appropriately to senior support resources or other departments. • Take ownership of customer success by providing high-quality support and service.