Technical Account Manager

Acquia

Acquia

IT, Sales & Business Development
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!

Overview...

As a Technical Account Manager at Acquia, you’ll partner with our customers to translate business strategy into technical success, unlock the potential of our products, solve challenges, and mitigate risk for them. You will have the opportunity to work across multiple accounts, technologies, projects and potentially countries; expediting your own growth and cross-pollinating technical solutions between customers. You’ll work with a group of high-value customers and build strong relationships with them.

Responsible For ...

  • Listen to customers. Identify their business drivers.
  • Build platform strategies to achieve customer business goals.
  • Consult on a wide variety of technical and strategic topics, including standard methodologies and delivery strategies with Drupal and Acquia products, including cloud hosting.
  • Identify business risks and technical solutions to mitigate them.
  • Connect customers with other subject matter specialists within Acquia.
  • Communicate with customers with clarity and courtesy – verbally and in writing.
  • Work with customers across media such as video calls, phone conferences, and email.
  • Efficiently balance multiple requests from multiple customers.
  • Collaborate with other global team members on technical and customer service challenges.
  • Advise customers on topics such as development workflows, application performance, security, cache strategies, and high traffic events.
  • Provide Drupal expertise including but not limited to: architecture, configuration, contributed modules, themes, site building and custom modules.
  • Be open to occasional travel.

You’re the Ideal Candidate if...

  • You can translate technical discussions for non-technical audiences and vice versa.
  • You can provide excellent customer service.
  • You can communicate with stakeholders across the business at different levels
  • When problem-solving, you can go down-the-rabbit-hole quickly and are comfortable under pressure to produce next steps.
  • You can use data and insight to drive customer decision-making.
  • You are able to efficiently prioritize a large number of competing requests.
  • You perform work with customer happiness in mind, without compromising the integrity of the work.
  • You have excellent interpersonal, team cooperation, and communication skills.
  • You listen and probe to understand, diagnose and what matters most to others.

Your Experience...

  • You have 6+ years Drupal experience and a developer background with WCM/CMS.
  • You’ve learned from failure and you thrive on feedback.
  • You’ve contributed to open source projects and participated in open source communities.
  • You’ve led a delivery team, architected a solution or are an SME in a specific field.
  • You’ve had exposure to enterprise or government delivery environments.

Your Character...

  • You’re naturally motivated to resolve hard problems. You jump in and own It.
  • You give back more. You find ways to build and grow customers and colleagues.
  • You’re autonomous and driven; committed to awesome.
  • You do the right thing for your customer and by your colleagues.
  • You dare to be different. You can think differently and be willing to act on it.

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.