Job Post

Senior Manager, Technical Services

Acquia
53 State St Exchange Place
Boston, MA 02109
Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms. Headquartered in the U.S., we have been named as one of North Americas fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been 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 of the web, and we want you to be a part of it.

Summary:

A Senior Manager, Professional Services manages a team within the Professional Services organization. This person is responsible for creating a culture of customer success while developing a team that will ensure Acquias Professional Services organization can meet partner and customer needs now and into the future.

Key responsibilities:

  • Creating a self-regulating organization in which the organization acts and performs as expected even when the manager is not present
  • Building, adapting and or managing development plans, frameworks, methodologies and offerings to address change
  • Align KPIs to Acquia strategic goals and Executive leadership metrics
  • Resolving issues that escalate beyond the team
  • Developing new service offerings that support Acquias growth
  • Accountable for the successful development, management, mentoring and empowerment of a highly motivated and engaged teams to build strong partnerships with internal Acquia team, customers and partners
  • Creating effective flow of information to and from team members (i.e., top down and bottom up communication)
  • Representing Professional Services at global and regional events
  • As needed, assume any number of the responsibilities of the team
  • Ad Hoc duties as assigned

Key Skills and Attributes:

  • Experience managing teams within a matrixed organization
  • Able to manage multiple streams of work concurrently
  • Highly organized with attention to detail
  • Strong interpersonal and communication skills
  • Strong troubleshooting and problem-solving capabilities
  • Ability to collaborate asynchronously in a multi-time zone environment
  • Experience managing multiple projects/programs with combined $5MM+ annual budget
  • Minimum 10 years experience in an applicable professional services field
  • Experience in complex Drupal implementations
  • Passion for the web, open source development, and for helping us build meaningful experiences
  • PHP coding, SQL administration, and optimization, and Unix/Linux or Windows server administration are key
  • Strong experience in Agile software development
  • Provide the technical standards for quality, performance and security to your team
  • Experience providing technical support or consulting strongly preferred
  • Possesses a philosophy of automation and reusability
  • Perform work with (internal and external) customer satisfaction in mind, while not compromising the integrity of the work
  • Excellent written and verbal communication skills
  • Strong problem-solving abilities, initiative, and the ability to thrive under pressure
  • Maintain a positive and constructive outlook, focus on driving results, finding solutions / breakthroughs to solve problems and challenges; has a positive influence on peers.
  • Work in collaborative and supportive manner
  • Bachelor's or Master's degree in Computer Science or related discipline preferred
  • Ability to travel up to 25%

Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (includinggender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.

Category: Customer Success
Full-time

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Acquia is the digital experience company. We are passionate about what we do and are searching for great people to join our team!

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