Support Escalation Manager

| Greater Boston Area

Acquia Support Escalation 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 US, 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.

Introduction:

Acquia is looking for an Escalation Manager for our Global Support team to help us provide exceptional service to our growing customer base, from Fortune 500 clients to Government agencies. Acquia Support is a high-energy team that offers opportunities for growth and new challenges in a collaborative, supportive atmosphere.

Summary:

We are looking for a focused and determined individual who has a proven ability to run projects, connect the dots between different teams and ensures that we stay accountable for any commitments and problem solutions we have offered to our customers.

You’ll be part of a close-knit team of professionals helping customers all over the globe overcome obstacles and resolve issues related to their websites and Acquia’s platform

Requirements:

  • Manage customer escalations and coordinate resolution efforts with key stakeholders by working cross-functionally
  • Manage escalation action items and ownership
  • Manage communications, technical and non-technical, matching stakeholder needs
  • Track that escalations are addressed within required timelines
  • Identify escalation triggers and sources with the goal to reduce escalation volume and a focus on problem avoidance
  • Lead improvements by developing and monitoring dashboards to proactively monitor trends and customer escalations
  • Use data to identify process and workflow breakdowns and lead efforts to implement process changes and monitor impact. Influence others towards action and change to optimize productivity
  • Facilitate and report global Support leadership updates and represent Support to other customer facing teams to ensure appropriate visibility of key customer issues
  • Support the leadership team in strategic, business, and operational planning

Skills and Attributes:

  • You understand how to establish correct and realistic expectations for both Customers and Acquia’s success
  • You have experience in data-driven decision making
  • You have proven experience in managing cross functional projects and initiatives
  • You can stay calm and clear headed under pressure
  • You can resolve competing priorities through effective communication
  • 3+ years of experience in a Cloud, PaaS, or SaaS environment
  • You have a good understanding of Agile product and service development
  • Experience in a Customer Success organization is a plus


Every candidate comes to the table with a different set of skills and attributes. If you’ve read this far and feel like you have most, but not all of the skills, apply anyway! Tell us why you are a good fit for Acquia. We like go-getters.

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.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases

Location

Excellent, busy area close to Faneuil Hall with shopping and fun after-work options. Tons of varied and great lunch options - we have a great list!

An Insider's view of Acquia

What are some social events your company does?

The Boston office partnered with the Department of Children and Families to pair employees with the holiday wish lists of children in DCF care. In December, 2017, we helped fulfill the wishes of 200 children through gifts of toys and clothing.

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

I believe we will see even more significant technology-driven changes in our lives in the next decade or two . . . I am optimistic that the good in us will prevail and that we will achieve a more just society driven by technology. I am proud to be a part of the software industry which is a major factor in this technological advancement of humanity.

Radhika

Manager and Principal Software Engineer

How does the company support your career growth?

Our people are motivated by professional growth and development, and every day, there’s an opportunity to learn something new that can help you develop your career. We have a really strong peer-to-peer learning culture, and our internal mobility program encourages Acquians to explore new roles within the company.

Amy P.

Senior Director, Global Talent Development

How do your team's ideas influence the company's direction?

Acquia’s made an invaluable impact to raise the profile of the amazing creative and technical work that’s happening across the city. Innovation in Boston spans AI to cryptocurrencies, security and fintech. We’re driving innovation around the customer experience, and Boston is a great place to do that.

Matt

Senior Vice President, Product

What are Acquia Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies

Additional Perks + Benefits

Work/life balance is important to us. Employees take time off when they need it, and come back to work feeling refreshed. We offer up to 13 weeks of maternity, six weeks of adoption leave paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, comfortable space, common areas, game rooms, and Mac computers.

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