Key Account 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 a Great Place to Work-CertifiedTM company in the U.K., is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community.. We are Acquia. We are building for the future and we want you to be a part of it!

We are seeking an ambitious Key Account Manager responsible for delivering against renewal and upsell targets as well as developing & maintaining existing customer relationships. In this role, you will proactively engage in the day-to-day Account Management of accounts; mitigating customer escalations and risks with the appropriate sense of urgency, and building strong cross-departmental relationships with other stakeholders in the organization. You will become the customer’s advocate within Acquia, creating a positive customer experience that ultimately results in the renewal of the subscription and account growth. You will work directly with Sales & Pre-Sales, Technical Support, Customer Success, Professional Services, Operations and Finance.

This position is designed for an individual who has account management experience, a high attention to detail and strives for customer satisfaction. The ideal candidate will have past experience working for a technology company. This is a great opportunity to hit a hot market with best-of-breed open source technology and be the front lines of our Account Management program.

The specific responsibilities of the position include

• Exceed quarterly renewal and upsell goals
• Maintain solid relationships with customers and ownership of customers’ success with Acquia platform services
• Guide customers through onboarding of products and services
• Maintain control of account direction and strategy
• Build relationships with strategic leadership level customer contacts
• Identify new opportunities and work to drive them to a close
• Coordinate with business users and procurement to ensure timely renewals
• Update and maintain Sales database as appropriate
• Must be able to proactively drive accounts with minimal oversight
• Strong collaboration with internal teams
• Generates trusted relationships with customers
• Ability to manage multiple systems and administration at once

• 3–5 years of experience in a Sales, Customer Success, or Account Management role within a technology/SaaS company.
• Proven track record of sustaining and growing complex customer relationships, including leading renewals and identifying upsell/cross-sell opportunities.
• Experience owning and exceeding renewal quotas.
• Experience owning and exceeding ACV upsell/cross-sell quotas.
• Strong leadership, teamwork, communication, and cross-functional collaboration skills.
• Strong forecasting and analytical skills with the ability to accurately manage and communicate business forecasts.
• Self-starter with the ability to set priorities, work independently, and thrive in a fast-paced environment.
• Highly organized with strong attention to detail.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office or Google Workspace, including Word/Docs, Excel/Sheets, and PowerPoint/Slides.
• Experience with Salesforce (SFDC), Jira, and other CRM/customer success tools.

• Experience with Gainsight.
• Familiarity with CMS, DXP, Open Source, or other enterprise cloud software platforms.

We are an organization that embraces innovation and the potential of AI to enhance our processes and improve our work. We are always looking for individuals who are open to learning new technologies and collaborating with AI tools to achieve our goals.

Acquia is an equal opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veterans status or any other protected status or characteristic under federal, state or local law unrelated to the ability to perform the job.