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 leverage their content and data assets to engage customers personally and at scale, enhance conversions, and help businesses stand out. At Acquia, we believe in the power of community and collaboration - giving our customers and partners the freedom to build tomorrow on their terms.
Headquartered in the U.S., we have been named one of North America's fastest growing software companies by Deloitte and Inc. Magazine, 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 and we want you to be a part of it!
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Job Description
The Hybrid Customer Value and Program Manager is pivotal in fostering long-term relationships, driving customer success, and delivering projects that capitalize on Acquia's DXP, including Acquia's Customer Data Platform (CDP). This role involves understanding customer business requirements, providing strategic recommendations, and ensuring projects are executed efficiently. Acting as both a DXP and CDP consultant and a professional services leader, you'll deliver value by facilitating adoption, driving satisfaction and retention, overseeing project delivery, and aligning Acquia's solutions with customer goals.
Responsibilities
Customer Relationship Management:
- Build and manage a portfolio of Enterprise and Mid-market customers.
- Develop trusted advisor relationships with key stakeholders and executive sponsors.
- Drive customer impact, value, satisfaction, revenue growth, and retention.
- Conduct onsite meetings and deliver quarterly business reviews, focusing on product alignment with customer strategies.
Program and Project Management:
- Deliver successful projects within customer environments using Acquia's methodologies.
- Create productive project cultures and environments, transforming chaos into clarity.
- Manage change to enable customers to meet or exceed their goals.
- Ensure projects are well-resourced, working closely with PS Ops.
Adoption and Strategic Insight:
- Leverage deep knowledge of Acquia's CDP to drive adoption and maximize ROI.
- Provide ongoing strategic insights and recommendations through comprehensive understanding of market trends, DXP and CDP best practices.
- Onboard customers effectively by defining and executing enablement plans.
Cross-Functional Collaboration:
- Collaborate with Account Managers to secure renewals, upgrades, and upsells.
- Support account executives in identifying growth opportunities aligned with digital priorities.
- Work with Sales, Product, Support, and Marketing teams to enhance the customer journey and experience.
Continuous Improvement and Stakeholder Management:
- Commit to continuous improvement within the program management discipline.
- Communicate new business opportunities and assist in business activities within customer accounts.
- Maintain a professional and knowledgeable representation of Acquia with all stakeholders.
Required Skills and Experience
Skills:
- Exceptional communicator and listener with strong verbal and written skills.
- Strong organizational abilities and empathy in customer interactions.
- Effective presentation skills, especially to C-level executives.
- Ability to influence, advocate, and lead collaboratively.
- Analytical, resourceful, and skilled in problem-solving and consultative leadership.
- Proficient in SQL for data analysis (advantageous but not required)
- Adept at both business/marketing and technical discussions with leadership capability.
Experience:
- 3+ years in customer success, account management, or consulting (preferably in a SaaS/digital agency).
- Experience in program management, project management, or a similar role.
- Experience presenting to C-level contacts and creating strategic plans for enterprise accounts.
- Familiarity with various marketing technologies, for example, SEO, CRM, Marketing Automation, and Google Analytics
- Project Management, Program Management, and/or SCRUM certification preferred.
Additional Information
- Competitive salary, medical, dental, vision, disability, life benefits
- A fun environment to work hard and play harder
- Passionate people building great products
Acquia is proud to provide best-in-class benefits offerings to our employees and their families in maintaining both a healthy body and a healthy 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.