Optimize Customer Success Manager

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s top software companies by The Software Report.  We are Acquia. We are building for the future and we want you to be a part of it!

The Role 

Acquia is currently looking for a Customer Success Manager, where you’ll be a contributing member of our Global Customer Success team. We’re looking for a solution-minded attitude, that can deliver nothing less than a world class success experience for our customers. If you’re passionate about customer success, it’s difficult to find a more challenging and exciting role than this. In an international role like this, you will interact with many different cultures and types of people. You’ll be in touch with well-known customer names across many countries. With the kind of products and services that we offer, you will be doing something great for the community and for people with different kinds of disabilities and challenges all around the world! 

Requirements 

• 2+ years of service experience
• Knowledge or interest in web development (HTML and Accessibility is a plus)
• Professional business acumen with strong written and verbal communication skills 
• Sense of ownership and pride in what you do 
• Maintain, organize and set priorities throughout your business day 
• Strong work ethic with a desire to learn and grow 
• Working knowledge of Intercom, Zendesk, or equivalent customer support system  are a plus
• Working Knowledge of Google Suite

Together we will build this business 

• You will act as an ambassador for our customers, making sure they are greeted and onboarded to our platform in the best way possible
• You will educate clients on product information including function, specifications, purpose, and developments in product design 
• Work with internal teams, including sales, product, marketing, and support to ensure that customer expectations are met and exceeded 
• You will check in with clients at least once per quarter and when needed, to continuously give them the best customer experience possible, making sure they feel supported at all times
• You will respond to customer support issues in a timely and professional manner
• You will identify upsell opportunities to expand the customer’s use and value from the platform and thereby generate more revenue 

There is no perfect candidate, however, these are some traits we prefer: 

• Here at Acquia we highly value our customers. And if you come from hospitality, retail or similar customer facing business sectors- you likely share our passion for customers to be successful 
• It’s very important that you have a good understanding of web technologies, in terms of how a browser and websites work. Knowledge of HTML  and Web Accessibility is a plus. 
• High level of collaborative and communicative skills, since you will always be talking to either customers or colleagues 
• You’re preferably someone who can see the upsell opportunities in a customer, so there’s also a salesperson in you, besides being a supportive personality 
• You are curious and have a passion for learning new things that you will leverage to deliver an amazing customer experience
• You’re outgoing, down to earth, friendly and not afraid to talk to all kinds of people

We are an organization that embraces innovation and the potential of AI to enhance our processes and improve our work. We are always looking for individuals who are open to learning new technologies and collaborating with AI tools to achieve our goals.

Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.