Customer Success Manager

Summary

Join Acquia's Global Customer Success team as a Customer Success Manager and deliver world-class experiences to our customers. You will act as a customer ambassador, ensuring smooth onboarding and ongoing support. Responsibilities include educating clients on product information, collaborating with internal teams, and identifying upsell opportunities. This international role involves interacting with diverse cultures and well-known clients. You will contribute to a positive impact by supporting customers with various disabilities and challenges. The role offers a challenging and exciting environment for passionate customer success professionals.

Requirements

• 2+ years of service experience
• Knowledge or interest in web development (HTML and Accessibility is a plus)
• Professional business acumen with strong written and verbal communication skills
• Sense of ownership and pride in what you do
• Maintain, organize and set priorities throughout your business day
• Strong work ethic with a desire to learn and grow
• Working knowledge of Google Suite

Responsibilities

• Act as an ambassador for our customers, making sure they are greeted and onboarded to our platform in the best way possible
• Educate clients on product information including function, specifications, purpose, and developments in product design
• Work with internal teams, including sales, product, marketing, and support to ensure that customer expectations are met and exceeded
• Check in with clients at least once per quarter and when needed, to continuously give them the best customer experience possible, making sure they feel supported at all times
• Respond to customer support issues in a timely and professional manner
• Identify upsell opportunities to expand the customer’s use and value from the platform and thereby generate more revenue

Preferred Qualifications

• Working knowledge of Intercom, Zendesk, or equivalent customer support system
• Here at Acquia we highly value our customers. And if you come from hospitality, retail or similar customer facing business sectors- you likely share our passion for customers to be successful
• It’s very important that you have a good understanding of web technologies, in terms of how a browser and websites work. Knowledge of HTML and Web Accessibility is a plus
• High level of collaborative and communicative skills, since you will always be talking to either customers or colleagues
• You’re preferably someone who can see the upsell opportunities in a customer, so there’s also a salesperson in you, besides being a supportive personality
• You are curious and have a passion for learning new things that you will leverage to deliver an amazing customer experience
• You’re outgoing, down to earth, friendly and not afraid to talk to all kinds of people