Customer Success Manager at Acquia

| Greater Boston Area
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Acquia, is transforming the digital strategies of companies all over the world with our open cloud platform. We are passionate and relentlessly committed to helping our clients create digital experiences that are more relevant, personalized, and built for a fast-changing, always-connected, mobile-first world. 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.

 We are seeking an energetic Customer Success Manager to be based out of our Boston office. This individual will be responsible for developing & maintaining existing customer relationships while leading the customer to full adoption and absorption of our products. We are seeking a candidate that has proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities.

This role will proactively engage in the day to day management of the account, including strategic account planning and customer success issue resolution. This role will work directly with Sales, Technical Support, Operations, Professional Services and Finance.

This position is designed for an experienced Customer Success Manager who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. The ideal candidate will have past experience working with large, complex organizations in the technology industry. This is a great opportunity to hit a hot market with best-of-breed open source technology and be an integral part of our Global Account Program.

Summary:

  • Maintain strong relationships with customers and ownership of customers’ success with Acquia platform services measured through renewal rate, NPS and other metrics that measure customer sentiment.
  • Create and drive a value realization plan for customers.
  • Proactively identify account risks and drive mitigation strategy
  • Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization.
  • Regularly meet with customers in person
  • Identify new opportunities for customers to use Acquia products. Work with Account Executives to support the sales process.
  • Coordinate with business users and procurement to ensure timely renewals
  • Update and maintain Sales database with the most relevant account details
  • Must be able to proactively drive accounts with minimal oversight
  • Track record of exceeding quarterly and annual goals
  • Ownership of any investment cases to support the customer’s success

Job Requirements:

In order to be successful at Acquia, you must have the following types of traits & skill sets:

  • 5+ years working in an account management, customer success management or equivalent role for a technology company.
  • Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success
  • Ability to align internal resources to meet customer requirements and deadlines
  • Strong leadership, teamwork, & cross-group collaboration skills
  • Ability to effectively communicate through all mediums (verbal, listening, written)
  • Proven track record of sustaining & growing complex relationships including contract management
  • Extremely organized, with effective time management skills
  • Ability to perform and deliver in a fast paced environment
  • Experience with Salesforce.com and other CRM tools

 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
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • DrupalCMS

Location

Acquia is in the Financial District near Faneuil Hall and Post Office Square with tons of great restaurants and fun after-work venues to choose from!

An Insider's view of Acquia

What are some social events your company does?

For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Rok

Senior Director, Engineering

How does the company support your career growth?

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Amy P.

Senior Director, Global Talent Development

How do you empower your team to be more creative?

The trick to empowering creativity is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Brian

Manager, User Experience Research

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

We are able to influence how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Charley D.

Vice President, Products

What are Acquia Perks + Benefits

Acquia Benefits Overview

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 and six weeks of paternity, partner and adoption leave, all paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, common areas, a game room, Friday afternoon Happy Hour, and Mac computers.

Culture
Volunteer in local community
In Boston, Acquia has partnered with Cradles to Crayons, Pine Street Inn, Wonderfund, TUGG (Tech Gives Back), Bow Market, Horizons for Homeless Children, and the Maurice J. Tobin School in Roxbury.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
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