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 a global company with employees located in more than 30 countries, and we’re building for the future. We want you to be a part of it!
Role Summary: Acquia is looking for a Technical Project Manager to join our Customer Change Management team. This role is the critical link between our R&D/Engineering teams and our Customer Success organization. Your primary mission is to assess the "blast radius" of technical changes and orchestrate maintenance schedules that prioritize the customer's business continuity.
You don't need to write the code, but you must understand the architecture well enough to ask the right questions: "What happens if this migration takes longer than four hours?" or "Which customer segments are most at risk during this infrastructure update?" or “How will the customer’s use of X and Y products alter the possible impact?”. You will be the advocate for "least customer pain," ensuring that complex technical releases across our products are executed with surgical precision and clear communication.
What does a Technical Project Manager do?
- Customer Impact Analysis: Partners with Engineering early in the development lifecycle to determine the specific customer impact of maintenance, security patches, and upgrades across SaaS and PaaS offerings.
- Strategic Maintenance Scheduling: Negotiates and orchestrates release windows with Operations and R&D to avoid customer peak times and ensure that "scheduled actions" are conducted with minimal disruption.
- Architectural Translation: Translates technical engineering notes into "impact profiles" that Account Managers and CSMs can use to advise their specific customers on required actions.
- Change Kit Execution: Builds and deploys "Change Kits" for customers, including email sequences, internal announcement templates for customer admins, FAQs, and step-by-step migration guides.
- Release Readiness Liaison: Facilitates "Go/No-Go" readiness reviews from the Customer Success perspective, ensuring that all customer-facing documentation, FAQs, and internal support teams are ready for the change.
- Technical Risk Assessment: Identifies interdependencies between product releases and cloud hosting updates to anticipate and mitigate potential "alignment debt" before it reaches the customer.
- Operational Reporting: Maintains real-time dashboards for account teams to monitor which of their customers have completed mandatory technical actions and where blockers remain.
- Prompt Engineering & Management: Helps to develop and maintain a team-wide library of AI prompts and tools to ensure consistency in tone, style, and formatting across a diverse global customer base.
Job Requirements:
- 3-5 Years of Project/Program Management: Experience in a technical or Customer Success environment, preferably managing complex product lifecycles or migrations.
- Architectural Awareness: Functional understanding of how SaaS and PaaS environments are structured, including basic knowledge of APIs, databases (Solr/MySQL), and cloud hosting (AWS/Kubernetes).
- Drupal Knowledge: Understanding of Drupal release cycles or common module architectures.
- Systems Thinking: Ability to understand how a single infrastructure change—such as an EOL for a specific software version—ripples across a customer's specific application stack.
- Technical Fluency: A "curious mind" that asks engineers for plain-language explanations of complex technical concepts to better protect the customer journey.
- Tooling Proficiency: Deep experience with Jira or similar ticketing systems to track release progress and customer readiness at scale.
- Bachelor’s Degree: Preferred; equivalent professional experience in a technical project management or technical account management role is also valued.
Bonus Points:
- Change Management: Certification in or experience with Prosci/ADKAR or other formal change management methodologies.
- Cloud Hosting Basics: Understanding the shared responsibility model between a cloud provider and the customer.
Why Acquia Operations?
- Bridging the gap between strategy and execution. You will be at the heart of how we deliver innovation to thousands of global customers.
- A strong focus on work/life balance. We value efficiency, proactive planning, and automation to avoid the need for after-hours firefighting.
- A genuinely fun and caring place to work. We're a tight-knit team with a lot of energy and opportunities abound to work collaboratively across Acquia to improve our offerings and customer experiences.
It takes a team, and we are the trusted advisor for our customers. It is our job to help them navigate change.
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.
