Technical Account Manager

Summary

Join Acquia as a Technical Account Manager and partner with customers to translate business strategy into technical success. You will work across multiple accounts, technologies, projects, and potentially countries, unlocking the potential of Acquia's products, solving challenges, and mitigating risks. You will build strong relationships with high-value customers, providing technical expertise and consulting on a wide variety of topics, including Drupal and Acquia products, cloud hosting, and standard methodologies. You will also identify business risks and technical solutions to mitigate them, connecting customers with other subject matter specialists within Acquia. This role requires excellent communication skills, the ability to translate technical discussions for non-technical audiences, and a passion for the web, open-source, and helping others.

Requirements

• You have 4-6 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

Responsibilities

• 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

Preferred Qualifications

• 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