Manager, Customer Advocacy & On-Boarding Acquia
Acquia is looking for an enthusiastic and upbeat leader to provide outstanding customer service to all Acquia?s customers. The prospective candidate will be an escalation point of contact for Acquia?s Enterprise and Elite level customers. He/She will need to coordinate multiple groups across the Company to solve customer issues. This candidate will also manage the on-boarding for all new customers, ensuring they are meeting their deadlines. This is a full-time position located in Acquia?s headquarters in Burlington, MA and will report directly to the Senior Director World Wide Support.
Serve as a single point of contact for all incoming customer advocacy escalations and manage these inquiries by ensuring efficient and timely support case flow management
Research and troubleshoot customer issues with primary focus on customer satisfaction and level of urgency
Develop and maintain strong relationship with customers
Serve as an escalation point for critical on-boarding situations
Serve as the voice of the customer and champion the customer?s needs throughout Acquia.
Work directly with other departments (e.g. Marketing, Product Management, Engineering, etc.) to ensure successful customer issue resolution.
Meet specific goals to improve key performance indicators (KPIs) and the overall organizational bottom line.
Provide in-depth reporting and process improvement recommendations.
Manage a team of 7 which includes Drupal engineers and customer advocates.
Minimum of BS/BA in related field.
4+ years customer service experience and on-boarding exprience.
Outstanding verbal and written communications skills.
Solid organizational, administrative, time management and multi-tasking skills.
Results-driven, hard-working professional who thrives in fast-pace environment.
Must have positive, upbeat, customer-focused personality
Must have passion for customer care and satisfaction
||Burlington, MA |
We are a new software company that will provide value-added software products and services for the Drupal social publishing system
Shipping Product Investors: North Bridge Venture Partners
, O'Reilly Alphatech Ventures
, Sigma Partners All Jobs: at Acquia
|Headquarters:||150 Presidential Way|
Woburn, MA 01801
|Company Profile:||With over two million downloads since inception, Drupal is used by web developers worldwide to build compelling websites. Diverse organizations use Drupal as their core social publishing system, including media companies, non-profit organizations, publishers, and many others.
Acquia plans to accelerate and extend market adoption of Drupal by advancing the core technology and offering value-added software products and network services that dramatically speed deployment and reduce risk.
Our founders are Dries Buytaert, the original creator and project lead of the Drupal open source web content management system, and Jay Batson, previously founder and CEO of Pingtel.|
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