Senior Director / VP of Worldwide Support Acquia
THIS JOB HAS EXPIRED Company Overview
Acquia is where great digital experiences begin. Acquia is helping some of the world's leading brands succeed, including Twitter, Mercedes Benz, Warner Music Group, and Stanford University. More than 3,800 organizations are moving at the speed of the web with Acquia?s solutions for content, community and commerce. Acquia offers developer tools, cloud solutions and global expertise to drive success the open source way.
Acquia products include:
Acquia Network, a SaaS suite for Drupal application lifecycle management
Acquia Cloud, a highly elastic, high-performance Platform-as-a-Service environment for Drupal deployments
Drupal Gardens, a SaaS site factory capability for the enterprise, and
Enterprise-class consulting and support
The company is privately held and is backed by Sigma Partners, North Bridge Venture Partners, Tenaya Capital, Investors Growth Capital, Goldman Sachs and O'Reilly Alphatech Ventures. Acquia was named the fastest-growing software company in the 2012 Inc. 500.
Acquia?s Core DNA
Culture is a strong aspect of Acquia?s success, and the successful candidate will demonstrate all of the Acquia Core DNA:
Committed to Awesome
Do the Right Thing
Jump In and Own It
Give Back, More
Inspire a Little Crazy
Acquia is looking for an enthusiastic and passionate leader to drive our global customer support efforts to all Acquia?s customers. This critical team member will possess a successful track record of growing and leading a global support business through key phases of worldwide growth. Central to this role is a core value to understand customer empathy and drive customer satisfaction programs across the entire customer base. Just as critical, this role will provide innovation and improvement across our organization to drive a world-class customer support experience. This individual will have an impact across the enterprise from our Burlington, MA based headquarters, leading by example and interacting at all levels of the organization, reporting into the VP of Customer Solutions.
Unlike traditional software vendors, support at Acquia is a fundamental component of the primary product offerings and for some of our customers is the principal reason for doing business with us. Consequently, the successful candidate will be front and center in determining product strategy. Business decisions made by the support lead have immediate, visible impact.
Principal customer advocate at the leadership level ? develop and maintain strong relationship with customers with the goal of best in class customer success
Lead strategy, collaboration and execution for the rapidly expanding 50+ person Global Support organization
Refine support execution models for improving efficiencies, improving SLAs and growing the support team / coverage globally
Create quarterly key performance indicators (KPIs) and provide regular operational reviews on team performance and ensure alignment with business unit / company directions
Establish a world class team, including hiring, management, mentoring and employee development
A diverse and distributed team that includes a multi-tiered structure with a variety of roles including managers, client advisors, engineers, customer service specialists and more
Work directly with other departments (e.g. Marketing, Product Management, Engineering, etc.) to drive customer retention and ensure successful customer issue resolution
Further refine and enhance our support strategy across a suite of products and solutions
Unbridled passion for customer care and satisfaction
Excellent track record in building highly scalable support organizations, with a strong focus on efficiency while maintaining the highest levels of service.
Demonstrated success in leading efforts in the enterprise software and cloud markets
Results-driven leader who thrives in a fast-pace and hardworking environment
Ability to translate strategic business goals into executable strategies and plans
Bachelor?s degree in a technical field
Minimum 8 years experience with a history of increasing responsibilities in roles that supported a global 24 x 7 support and operations environment
Minimum 3 years building and managing a multi-tiered and global support team
Highly motivated, passionate over achiever, team player, facilitator
Entrepreneurial spirit/mindset, flexibility toward dynamic change
Direct, honest communication style
Highest level of integrity
An "Out of the Box" thinker who is both creative and innovative
Propensity to succeed both personally and professionally
Ability to be a role model for others and be a true leader
Focused on achieving results and exceeding goals and objectives
Must have a positive "can do, whatever it takes to get the job done" attitude
Ability to think strategically while maintaining focus results and execution
Ability to be driven and focused but have a sense of humor while doing it.
||Burlington, MA |
THIS JOB HAS EXPIRED
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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