Customer Account Manager

About Acquia

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 Boston, MA, Acquia is a Great Place to Work-CertifiedTM company, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it! 

Career Exploration at Acquia 

Our recruitment process is designed to empower you in making the most informed decisions. Acquia is committed to providing an inclusive, transparent, efficient, and educational interview experience that cultivates exploration into career opportunities at Acquia

You will discover the opportunity to grow your career here and learn from a global team that empowers you to exceed boundaries and achieve the extraordinary.

We are seeking an ambitious Customer Account Manager responsible for developing & maintaining existing customer relationships. This role will proactively engage in the day-to-day management of the account including issue resolution. They will become the customer’s advocate within Acquia creating a positive customer experience that ultimately results in the renewal of the subscription. This role will work directly with Sales, Technical Support and Finance.

This position is designed for someone who has a high attention to detail and strives for customer satisfaction. This is a great opportunity to hit a hot market with best-of-breed open source technology and be the front lines of our Account Management program.

Summary: 

• Maintain account retention while providing exceptional customer service and developing client relationships
• Identify and close entitlement change opportunities within existing customer base
• Coordinate with business users and procurement to ensure timely execution of renewals
• Update and maintain Sales and Customer Success database as appropriate
• Generates trusted relationships with customers
• Ability to manage multiple systems and administration at once

Job Requirements: 

• 1+ year experience interacting with customers and internal stakeholders
• Strong leadership, teamwork, communication & cross-group collaboration skills
• Must be able to proactively drive account retention with minimal oversight from management 
• Can explain/present solutions in the context of the business requirement 
• Can identify expansion opportunities when speaking to a customer
• Incredibly detail oriented, ability to manage multiple/conflicting priorities.
• Ability to perform in a fast paced environment
• Google Suite (Gmail, Google Calendar, Google Docs/Sheets, etc.) experience a plus
• Experience with Salesforce.com, Gainsight, or other CRM tools are a plus

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.

Acquia is proud to provide best-in-class benefits to help our employees and their families maintain a healthy body and mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more! 

The annual base salary for this full-time position is $55,000 - $60,000. This role is also eligible for additional variable compensation. Final compensation will be commensurate with your experience and will be determined by a variety of factors, including city of residence, relevant skillset, and job-related knowledge.

Acquia is an equal opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veterans status or any other protected status or characteristic under federal, state or local law unrelated to the ability to perform the job.

Interested residents of Colorado may contact [email protected] as it relates to regulation C.R.S. § 8-5-201. Information regarding benefits are linked here.