What are the responsibilities and job description for the Customer Account Manager Fed/SLED position at 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!
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 relationships within our Federal, State & Local government and Higher Education customer base. 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. You will work directly with Sales & Pre-Sales, Technical Support, Customer Success, Professional Services, Operations 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.
The specific responsibilities of the position include:
- Exceed quarterly renewal and upsell goals
- Maintain solid relationships with customers and ownership of customers’ success with Acquia platform services
- Guide customers through onboarding of products and services
- Maintain control of account direction and strategy
- Build relationships with strategic leadership level customer contacts
- Identify new opportunities and work to drive them to a close
- Coordinate with business users and procurement to ensure timely renewals
- Update and maintain Sales database as appropriate
- Must be able to proactively drive accounts with minimal oversight
- Strong collaboration with internal teams
- Generates trusted relationships with customers
- Ability to manage multiple systems and administration at once
Required Qualifications, Skills & Experience:
In order to be successful at Acquia, you must have the following types of traits & skill set:
- 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 knowledge including Docs, Sheets, and Slides.
- Experience with Salesforce.com, Gainsight, Jira, Clari and other tools are a plus
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!
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.
Interested residents of Colorado may contact NA-recruiting@acquia.com as it relates to regulation C.R.S. § 8-5-201. Information regarding benefits are linked here.
