Technical Account Manager

| Greater Boston Area

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.

Summary: 

Acquia is seeking a Technical Account Manager (TAM) to provide technical advice and enablement to customers. These TAMs form a small, distributed team working closely with a group of high-value customers. As a Named TAM you’ll provide ongoing guidance on Drupal and Acquia products, recommend best practices, assist in ensuring successful launches, and help customers resolve technical issues. The ideal candidate has a broad and deep background in Drupal and web development, significant LAMP stack knowledge, and a rare blend of technical and customer relationship skills.

Requirements: 

  • Provide troubleshooting and enablement on a wide variety of technical and strategic topics, including Drupal best practices, development operations, and Acquia products, including cloud hosting
  • Ensure successful site launches
  • Connect customers with other subject matter experts within Acquia
  • Communicate with customers with clarity and courtesy – verbally and in writing
  • Work with customers in real time in scheduled phone meetings, as well as through a customer ticketing system
  • Efficiently juggle multiple requests from multiple customers
  • Collaborate with other team members on technical and customer service challenges

Skills and Attributes: 

  • Deep experience with Drupal site and application architecture, including an aptitude for building, configuring, and troubleshooting a variety of Drupal site recipes (complex sites, multimedia, social networking, brochure sites, etc.)
  • Proven record of providing customer relationship management with excellent customer satisfaction
  • Solid understanding of LAMP internals and resource management
  • Passion for the web, open-source development, and for helping us build lasting value for customers
  • Strong problem-solving skills, initiative, and the ability to thrive under pressure
  • Seeks to identify, analyze and solve problems systematically rather than solely by intuition or instinct. Looks for root causes, not just symptoms of the problem. Weighs pros and cons of actions. Differentiates when to or when not to escalate issues.
  • Ability to efficiently prioritize a large number of competing requests
  • Performs work with (internal and external) customer satisfaction in mind, while not compromising the integrity of the work
  • Excellent interpersonal, team cooperation, and communication skills
  • Listens and probes to understand, diagnose and understand what matters most to others. Values the input and insights of others.

Preferred Qualifications:

  • Experience with enterprise web technologies like Varnish and memcached
  • Consulting or customer service background
  • Experience delivering solutions to large enterprises (Fortune 500, multiple government agencies etc.)
  • Bachelor's or Master's degree
  • Portuguese and/or Spanish language proficiency a strong 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.

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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

What are Acquia Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Game Room
Stocked Kitchen

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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