Customer Value Manager

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s top software companies by The Software Report.  We are Acquia. We are building for the future and we want you to be a part of it!

Job Description 

Acquia’s Customer Value Manager (CVM) is responsible for developing long-term relationships and driving customer-impacting value with a portfolio of Customer Data Platform customers, connecting with key business executives and stakeholders, and developing an understanding of their business requirements and goals. Leveraging this customer knowledge and knowledge of CDP best practices, the CVM will drive adoption, provide industry and implementation best practices and personalized recommendations and data-driven strategic insights to ensure customers maximize value from their investment and partnership with Acquia. 

You will be the go to person at Acquia, and your customers will rely on you as a CDP consultant providing a high value experience. You must have a strong understanding of your customer’s business, their marketing activities, and serve as an advocate for our customers' needs. The CVM will be accountable to customer retention and loyalty and will also serve as an escalation point when needed to facilitate the resolution of  issues, connecting customers with the right resources for assistance and working with our technical support and services teams to provide the appropriate business and technical context to ensure resolution.

You will be responsible for timely and effective communication to ensure customer expectations are met. You will demonstrate a high level of knowledge of Acquia’s Customer Data Platform solution and master of use case knowledge to help your customers realize the most value from their investment. You demonstrate a high level of professionalism in every interaction in a fast-paced environment while working closely across several key stakeholders in project management and product and ensuring best practices are adhered to throughout the organization. Candidates must be energetic, motivated and self-driven and have relevant marketing experience. You must demonstrate the ability to multitask, problem solve, be naturally curious, customer obsessed and think creatively to address unforeseen obstacles. Our ideal candidate balances customer needs and business needs leading to winning outcomes.

Responsibilities

• Own a client portfolio of Enterprise and/or Mid-market customers for which you are responsible for customer value, customer satisfaction, revenue growth, and retention

• Build and manage customer relationships at all levels

• Develop a trusted advisor relationship with key stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategies, allowing the full potential of our solution to be realized

• Maintain an accurate set of reports and value delivered metrics to ensure there is a clear understanding of where each customer is on their path to value realization

• Provide ongoing strategic recommendations on how to maximize ROI through the use of Acquia Solutions & Services - deliver value creating recommendations so customers can grow their businesses through predictive analytics

• Leverage comprehensive understanding of the Acquia CDP solution to provide relevant training to drive adoption and provide strategic recommendations to help customers achieve ROI

• Onboard your customers by understanding their processes, goals, success metrics and defining and executing their enablement plan

• Monitor and identify trends in adoption and feature utilization to provide guidance to customers as part of ongoing account reviews

• Learn latest trends and best practices of the CDP market

• Conduct onsite customer meetings; prepare and deliver quarterly business reviews in collaboration with account managers and delivery teams with focus on product roadmap discussions and recommendations to align our platform to the customer’s business case and marketing strategies

• Partner with Acquia Account Manager (AM) to secure and execute customer renewals, upgrades and upsells; drive retention and revenue growth

• Support AM and Account Executive in identifying growth opportunities that align to customers' digital priorities through their day to day knowledge of goals and business outcomes. 

• Monitor customer health, identify risk, develop success plans, and deliver recommendations

• Work with Acquia Marketing team to identify customer case studies and PR opportunities

• Collaborate across Sales, Professional Services, Product, Support and Marketing to maximize overall customer experience

• Represent a knowledgeable and professional image of Acquia with all customers

• The CVM role is structured as a sales position with Commission eligibility based on quarterly account retention targets and OKR attainment

Required Skills

• Excellent communicator and listener, verbal and written

• Excellent organizational skills

• Empathy - even if you can’t fix their pain, customers should feel your empathy

• Ability to establish personal connections with customers

• Presentation skills to all levels of an organization, especially C-level executives

• Ability to advocate and influence with the customer and internally

• Analytic and critical thinking

• Resourceful, very helpful in problem solving

• Consultative leader able to facilitate planning from vision to tactics

• Basic SQL skills are very helpful

• Be a data geek

• Ability to understand both business/marketing and technical discussions

• Leadership skills, even if not direct management, the ability to influence and solicit communication, collaboration and respect amongst the team

• Rational, level headed under pressure

Your Experience

Required

• 5+ years in enterprise customer success, account management, client services or consulting; experience working at a SaaS-based marketing company or digital agency

• Demonstrable experience creating and driving strategic plan for enterprise accounts

• Experience presenting to C-level contacts

• Experience with various types of related marketing technology such as SEO, CRM, Marketing Automation, Google Analytics, social media platforms, ESP

• Proficiency in Word, Excel, PowerPoint, and other cloud-based applications

• Ability to travel 10% of time

Preferred

• Marketing background with experience in strategy and execution of marketing campaigns

• Experience delivering projects using Agile methodologies

• Prior experience managing executive and C-level client relationships   

• BA or BS degree

Additional Information

• Competitive salary, medical, dental, vision, disability, life benefits

• 401k plan

• A fun environment to work hard and play harder

• Passionate people building great products 

Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.