Department: Sales
Location: Boston, MA

Acquia, is transforming the digital strategies of companies all over the world with our open cloud platform. We are passionate and relentlessly committed to helping our clients create digital experiences that are more relevant, personalized, and built for a fast-changing, always-connected, mobile-first world. Headquartered in the US, we have been named as one of North America’s 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.

The Manager, Regional Account Management will be responsible for overseeing a team of Account Managers with a specific focus in our Sales Overlay territories.  This position will be responsible for forecasting and delivering Renewal and Net Renewal targets in these territories.

This role will proactively engage in the day-to-day management of Account Managers and must be be able to mitigate customer escalations and risks with the appropriate sense of urgency, deliver timely coaching and mentoring, and build strong cross-departmental relationships with other leaders in the organization.  This role will work directly with Sales, Technical Support, Operations, and Finance.

Acquia is seeking a candidate who can think strategically and execute tactically. He/She will be data and metrics driven, hands on, detail oriented, articulate and credible and have the ability to instil confidence in the team. The candidate will create a winning culture centred on our customers realizing the value of the investment clients have made in Acquia’s solutions, providing a platform for Sales colleagues to find and close expansion opportunities.

The specific responsibilities of the position include:

  • Lead a team of 4-5 Account Managers in providing exceptional customer service
  • Strong Collaboration with Sales leaders on account and territory plans across Account Managers and Account Executives to drive customer retention and identify upsell opportunities
  • Responsible for account plan strategies that result in performance and/or improved customer experience
  • Support Account Managers during customer onsite visits, including ownership of key relationships in a client
  • Build relationships with strategic leadership level customer contacts
  • Provide accurate quarterly renewal forecasts to leadership, this includes identifying risk and associated impact
  • Exceed quarterly renewal and net renewal goals   
  • Support high performance and development of team members through:
    • Setting clear performance expectations and deliver regular, effective communication to teams, peers, and manager(s)
    • Defining gaps to performance goals and create mitigation plans
    • Actively engage account managers through coaching and mentoring to close gaps and create personal development plans
    • Regular and effective performance improvement plans, if required
  • Partner with internal resources to resolve customer escalations or operational issues, and remove roadblocks from team
  • Coordinate with business users and procurement to ensure timely renewals
  • Identify Process inefficiencies and provides recommended solutions
  • Hire, on-board, and train high quality candidates

Required Qualifications, Skills & Experience

  • Proven track record of sustaining & growing complex relationships including closing the renewal and identifying up sell / cross sell opportunities
  • This individual should also have a strong background in running a high volume of accounts
  • 5+ years working in an account management role providing tech solutions to large enterprises  
  • Ability to manage multiple systems and administration at once
  • Demonstrated sales/account management leadership experience; proven ability to own, develop and lead results-focused account management teams – most show a strong history of quota achievement
  • Has owned & exceeded a Quota
  • Strong Forecasting and analytical skills
  • Energetic, smart, dynamic, and strategic
  • Strong executive presence; ability to influence decision making internally and externally at all levels; crisp, to the point & confident
  • Ability to work effectively within a dynamic, fast paced and ever changing environment
  • Good communicator with the ability to articulate a strong value proposition
  • Meticulous attention to detail and high level of accountability are imperative
  • Self-starter who can set and manage priorities
  • Considered to be a strong coach and motivator
  • Has strong work ethic and integrity for their work
  • Experienced with tools such as Excel, PowerPoint and Salesforce.com
  • Strong teamwork, communication & cross-group collaboration skills
  • Must be able to proactively drive accounts and resolve customer escalations  with minimal oversight
  • Bachelor degree is required