Manager - DXP Support

3 days ago

Apply Now

Receive Emails with Similar Jobs

Acquia

WebsiteLinkedInAll Job Openings

Acquia is a company that provides the Acquia Digital Experience Platform (DXP), which is built on the industry-leading Drupal open-source CMS. The platform is designed to help organizations manage their digital presence more effectively, with a suite of tools that include content management, SEO optimization, customer data management, and more. Acquia offers solutions for various industries, such as healthcare, government, and retail, to enhance their digital customer journeys. The platform integrates with over 80 tools, facilitating collaborative content creation and optimized delivery. Acquia is recognized as a leader in digital experience platforms and is committed to accessibility and customer success.

Open Source Social Business Software • Technical Support & Expert Consulting for Drupal • Fully-Managed Drupal Cloud Hosting for Enterprises • Drupal Software-as-a-Service • Digital Experience Platform

1001 - 5000 employees

Founded 2007

☁️ SaaS

🏢 Enterprise

🛍️ eCommerce

💰 Secondary Market on 2018-08

📋 Description

• Manage, mentor, and develop a team of technical support engineers to ensure high performance and professional growth • Oversee the resolution of customer issues, ensuring timely and accurate responses to support tickets, emails, and phone calls • Track team performance metrics, analyze data, and implement improvements to enhance efficiency and customer satisfaction • Develop and refine support processes, policies, and procedures to ensure consistency and quality in customer interactions • Organize training sessions for the support team to keep them updated on product knowledge and best practices • Handle escalated customer issues, working closely with other departments to resolve complex problems • Prepare regular reports on support team performance, customer feedback, and key metrics for senior management • Work closely with peers, Product Engineering, Cloud Operations and a multitude of teams to provide customer insights and feedback

🎯 Requirements

• Minimum of 8 years in technical support, with at least 4+ years in a managerial role • Strong understanding of SaaS products, Cloud Technologies, and technical troubleshooting • Should have exposure of managing international teams • Proven ability to lead, motivate, and develop a high-performing team • Excellent ability to convey information clearly, in both written and verbal forms, to a variety of audiences ie. technical and non-technical customers • Strong analytical and problem-solving skills, with a customer-centric approach • Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions • Proficiency with support ticketing systems, CRM software, and other relevant tools • Have an idea or notice an inefficiency? Acquia Support empowers individuals to directly improve the experience of your team and/or the customer with regular feedback. • Bachelor’s degree in Computer Science, Information Technology or Systems, or a related field

🏖️ Benefits

• competitive healthcare coverage • wellness programs • take it when you need it time off • parental leave • recognition programs • much more!