Senior Customer Success Manager- CDP

Company: Acquia
Location: Boston
Posted on: February 25, 2021

Job Description:

Acquia is the open digital experience company. We provide the world's most ambitious brands with products built around Drupal to allow them to embrace innovation and create customer moments that matter. 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! As the Senior Customer Success Manager CDP, you will...

• Team with Acquia Account Management to maintain positive relationships with our Marketing Cloud customers and have ownership of Customers' success with Acquia platform services; measured through renewal rate, NPS and other metrics that measure customer sentiment
• Create prescriptive customer success plans that map to value realization and drive ongoing strategic recommendations leading to successful business outcomes for our customers
• Drive the risk mitigation strategy through efficient working cross functionally and ensuring accountability across multiple departments within Acquia
• Update and maintain the CRM database with the most relevant account, relationship, and engagement details
• Engage in the day to day success management and risk mitigation of Acquia's customers
• Work directly with Sales, Account Management, Technical Support, Operations, Professional Services and Finance
• You'll enjoy this role if you are/have---
• Ability to align internal resources to meet customer requirements and deadlines
• Strong leadership, teamwork, & cross-group collaboration skills
• Ability to effectively communicate through all mediums (verbal, listening, written)
• Extremely organized, with effective time management skills
• Ability to perform and deliver in a fast paced environment
• Able to proactively drive Acquia and Customers forward with minimal oversight
• Passion for problem solving, a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven What you'll need to be successful---
  • BA or BS degree required
  • 5+ years working in customer success management, account management, business data analytics or an equivalent role for a technology company
  • Strong data analysis skills and experience working with customer data platforms, marketing and data technologies
  • Familiarity with CRM, database marketing, digital customer experience and omni-channel brand marketing strategies
  • Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success
  • Proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities
  • Experience with--Salesforce.com --and other CRM tools (preferably Gainsight)
  • Ability to lead customers across geographies-- 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. Are you currently authorized to work in the United States? --*
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    Personal Website
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