: Director, Support
53 State St Exchange Place
Boston, MA 02109

Employee Testimonials

Video

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 US, 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.

Introduction:

Acquia is looking for a Director of Support, Americas, to help us provide exceptional service to our growing customer base, from Fortune 500 clients to Government agencies. Acquia Support is a high-energy team that offers opportunities for growth and new challenges in a collaborative, supportive atmosphere.

Summary:

We are looking for an experienced, dynamic leader with a proven track record of managing highly technical Support teams in a multi product and dynamic environment.

Youll be part of a close-knit team of professionals helping customers all over the globe overcome obstacles and resolve issues related to their digital experience initiatives and Acquias platform.

Requirements:

  • Direct the day-to-day operations of the Americas Support organization ensuring that customer expectations are met or exceeded
  • Deliver on quarterly OKRs related to team metrics as well as project execution
  • Act as the face of Americas Support to both internal and external stakeholders
  • Manage customer escalations at the highest level, partnering with Account teams in order to ensure customer success
  • Strategic planning, ensuring that Support is able to anticipate the needs of the future

Skills and Attributes:

  • Have 8+ years in experience managing technical, client facing, organizations
  • The ability to triage and manage resources in a manner that creates the best possible outcomes
  • Proven experience in managing cross functional projects and initiatives
  • The ability to be calm and clear headed under pressure
  • Demonstrable communication, personnel management, and coaching skills
  • Experience in a Cloud, PaaS, or SaaS environment
  • A passion for fostering success in those around you. Acquia Support prides itself on being a staff focused organization.
  • Act as a change agent, someone who will challenge the status quo.

Every candidate comes to the table with a different set of skills and attributes. If youve read this far and feel like you have most, but not all, of the skills, apply anyway! Tell us why you are a good fit for Acquia. We like go-getters.

Acquia is committed to achieving a diverse workforce. Candidates from diverse backgrounds are encouraged to apply. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, gender identity, sexual orientation, marital status or age.

Full-time

Employee Testimonials

Charley
Vice President, Products

My team is able to influence the direction of Acquia by how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Anne
Vice President, Human Resources & Total Rewards

Our rewards program drives peer recognition for great work, helping teams build connections by celebrating our peers’ contributions on a companywide forum augmented with micro-bonuses, which increase motivation, productivity, and engagement.

Brian
Manager, User Experience Research

The trick to empowering creativity from my team is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Amy P.
Senior Director, Global Talent Development

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Rok
Senior Director, Engineering

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Sym
Manager, UX

I love being part of Acquia's collaborative and creative design team. Our work is so dynamic: from partnering with our research team . . . to working with our engineers to implement our designs . . . it's a truly rewarding experience . . . 

Paul
Director, Business Development

Acquia is a great place to work. The vision, culture, leadership, product and career development are excellent. The collaboration between all departments and how we work together is special and a testament to the great culture that has been built.

Amy H.
Senior Talent Operations Partner

One of my favorite parts of Acquia is partnering with different volunteer organizations. For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!