About Acquia
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 India, 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 a highly organized and strategic-minded Business Operations Manager to oversee and optimize business operations for our Customer Success Organization. This pivotal role will be responsible for managing business operations of multiple teams including Support, Technical Operations, Professional Services, Technical Account Management, Client Value Management, and Learning Services. The ideal candidate will excel in business governance, continuous improvement, and ensuring operational excellence across the Customer Success Org. This highly visible position will report directly into the VP, CS Business Operations and partner closely with Customer Success leadership teams.
Responsibilities:
Operational Leadership: Provide strategic direction and operational leadership for the Customer Success Org, ensuring alignment with company goals and objectives.
Team Management: Manage a diverse global team
Process Optimization: Implement and optimize operational processes to enhance efficiency, quality, and scalability across all teams.
Reporting and Analytics: Develop and maintain reporting frameworks to track key performance metrics and provide insights to leadership on operational performance.
Governance and Compliance: Ensure compliance with company policies, procedures, and regulatory requirements within the Customer Success Org.
System Management: Oversee the implementation and maintenance of systems and tools used by the Customer Success teams, ensuring they support operational needs effectively.
Revenue Operations: Collaborate with Finance and Sales Operations to manage Professional Services revenue operations including month end billing, and ensure accurate forecasting and reporting.
Capacity Planning: Plan and forecast resource allocation and capacity needs to support the growing demands of the organization.
Vendor Management: Manage relationships with external vendors and partners to ensure effective service delivery and cost management.
Employee Events: Coordinate and organize internal events and initiatives to foster team engagement and morale within the Customer Success Org.
Governance of Critical Processes: Establish governance frameworks for critical processes to ensure consistency, compliance, and operational resilience.
Business Continuity: Maintain business continuity plans and procedures to mitigate operational risks and ensure uninterrupted service delivery.
Requirements:
Bachelor’s degree in Business Administration, Operations Management, Finance or a related field. MBA or equivalent experience preferred.
Proven experience (5-7 years) in a similar role managing business operations within a technology company or a customer-centric organization.
Strong leadership and managerial skills with the ability to lead and motivate cross-functional teams.
Experience in process optimization, project management, and implementing operational efficiencies.
Excellent analytical skills with the ability to translate data into actionable insights and strategies.
Strong understanding of revenue operations, capacity planning, and vendor management.
Exceptional communication and interpersonal skills with the ability to collaborate effectively at all organizational levels.
Proven ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.
Proficient with Microsoft Excel/Google Sheets
Experience with CRM systems (e.g., Salesforce), ERP systems, Business Intelligence Tools (e.g. Domo) are a plus.
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.