Customer Account Manager at Acquia
Customer Account Manager
Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.
Headquartered in the U.S., we have been named as one of North America’s fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been rated a leader by the analyst community and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future of the web, and we want you to be a part of it.
We are seeking an ambitious Customer Account Manager, responsible for developing & maintaining existing relationships within our Higher Education and Public Sector customer base. This role will proactively engage in the day-to-day management of the account including issue resolution. They will become the customer’s advocate within Acquia creating a positive customer experience that ultimately results in the renewal of the subscription. This role will work directly with Sales, Technical Support, Customer Success, Professional Services, Operations and Finance.
This position is designed for someone who has a high attention to detail and strives for customer satisfaction. This is a great opportunity to hit a hot market with best-of-breed open source technology and be the front lines of our Account Management program.
- Maintain account retention while providing exceptional customer service and developing client relationships within our Public Sector and Higher Education customer base.
- Identify and close new opportunities within existing customer base
- Create and execute on a territory plan to drive customer retention and upsell opportunities
- Coordinate with business users and procurement to ensure timely processing of renewals
- Update and maintain Sales and Customer Success database as appropriate
- Generates trusted relationships with customers
- Ability to manage multiple systems and administration at once
- 1+ year experience interacting with customers and internal stakeholders
- Strong leadership, teamwork, communication & cross-group collaboration skills
- Must be able to proactively drive account retention with minimal oversight from management
- Can explain/present solutions in the context of the business requirement
- Can identify expansion opportunities when speaking to a customer
- Incredibly detail oriented, ability to manage multiple/conflicting priorities.
- Ability to perform in a fast paced environment
- MS Office knowledge including Word, Excel, and PowerPoint
- Experience with Salesforce.com, Gainsight, or other CRM tools are a plus
Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.