Director, Support

Acquia

Acquia

Administration, Customer Service
San José Province, San José, Costa Rica
Posted on Tuesday, July 2, 2024

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!

Summary:

In this role you will develop a top-tier team focused on excellence by integrating effective performance oversight and intentional hiring, emphasizing core values, and fostering inclusivity. You will lead initiatives that reinforce a positive, collaborative, and high-performing workplace culture, drawing from your proven success with high-achieving teams and your commitment to empowering organizational growth and solidifying its culture.

Requirements:

  • Direct the day-to-day operations of the Costa Rica Support organization ensuring that customer expectations are met or exceeded
  • Deliver on quarterly OKRs related to team metrics as well as project execution
  • Act as the face of Costa Rica Support to both internal and external stakeholders
  • Manage customer escalations at the highest level, partnering with Account teams in order to ensure customer success
  • Strategic planning, ensuring that Support is able to anticipate the needs of the future
  • Based in Costa Rica

Skills and Attributes:

  • Have 8+ years in experience managing technical, client facing, organizations
  • The ability to triage and manage resources in a manner that creates the best possible outcomes
  • Proven experience in managing cross functional projects and initiatives
  • The ability to be calm and clear headed under pressure
  • Demonstrable communication, personnel management, and coaching skills
  • Experience in a Cloud, PaaS, or SaaS environment
  • A passion for fostering success in those around you. Acquia Support prides itself on being a staff focused organization.
  • Act as a change agent, someone who will challenge the status quo.

Every candidate comes to the table with a different set of skills and attributes. If you’ve read this far and feel like you have most, but not all, of the skills, apply anyway! Tell us why you are a good fit for Acquia. We like go-getters.

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.