Manager/Director, Customer & Solution Programs & Operations

Acquia Boston , MA 02298

Posted 4 months ago

Manager/Director, Customer & Solution Programs & Operations

Role Description

The [LEVEL], Customer & Solution Programs works closely with Account Management and Pre-sales Team Leaders to ensure optimization of operational efficiency, fiscal management and sales leader support. Reports to SVP, Customers, Solutions & Value.

Core skills sets: In partnership with your Senior Leader

  • Initiate and set goals for programs according to the strategic objectives of the organization

  • Plan the programs from start to completion involving deadlines, milestones and processes

  • Develop for approval budgets and operational processes

  • Devise evaluation strategies to monitor performance and determine the need for improvements

  • Identify ways to enhance efficiency and productivity of procedures and team members

  • Apply change, risk and resource management principles when needed

  • Analyze reports prepared by managers to determine progress, issues and recommend action plans

  • Keep senior management informed with detailed and accurate reports or presentations

Requirements; Demonstrates a proven track record of successful execution of the following:

  • Proven experience as Program Director or other managerial position

  • Knowledge of the operation of Sales in an enterprise software company (Lead process, forecasting, pipeline generation, planning sales resources).

  • Thorough understanding of project/program management techniques and methods

  • Strong track record of planning, execution and follow through

  • Excellent knowledge of performance evaluation techniques and key metrics

  • Outstanding knowledge and execution of data analysis, trend identification, insights, reporting and budgeting

  • Experience documenting plans and reports

  • Business acumen with a strategic ability

  • Excellent organizational and leadership skills

  • An analytical approach with strong problem-solving abilities

  • Excellent communication skills and ability to influence

  • Proficiency with MS Office and Google Suites

  • Systems experience with Sales Tools, such as Salesforce, Gainsight, etc.

  • BSc/BA diploma in management or a relevant field / equivalent experience; MSc/MA is a plus

Duties in the role will include:


  • Assist with the planning process for SA and AM functions including:
  • Annual Business Planning Cycle,

  • Budget Scenarios (e.g. PubSec/EDU models),

  • Maintaining capacity and quota during team changes and staff moves (including bench)

  • Pre-sales team and territory assignment

  • Commission plans and targets

  • Talent and promotion planning

Best Practices/Methodology

  • Maintain AM and Pre-sales playbooks ensuring they are understood and adhered to.

  • Career Matrix & WWAM 10


  • In partnership with SA and AM leaders in operation of the following processes, publishing reports and data at the required frequency and provide actionable insights for leaders:
  • Activity Tracking

  • Exec Renewals Reporting

  • Fortnightly read outs on T&E across groups

  • Account allocation, segmentation

  • Technical Win Rate

  • Pre-sales ROI

  • Renewals Review

  • Cross Function OKRs

  • Forecast co-ordination (including debookings, etc.)

  • Management of headcount budget

Team Communications:

  • Curate & publish quarterly kudos / recognition emails,

  • Own / curate the agenda for monthly team all hands

  • Manage agenda and execution of team onsites where applicable

  • Manage Quarterly & Monthly awards

Programs & Events

  • Support programs to drive improved business KPIs such as renewals and technical win rates and events that require co-ordination across teams
  • Presales Champs program

  • Top account review program

  • Employee Survey program

  • NPS Follow up

  • Support for Drupalcon & Engage (staffing, meeting setting, etc.)

  • Team onsites

  • EBR schedule and Corporate Visits

  • Change Management & Process Optimization

Special projects as assigned by SVP Customers Solutions & Value.

Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender

(including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran

status, or any other status protected by applicable law.

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Manager/Director, Customer & Solution Programs & Operations