ACQUIA Customer Support Coordinator Salary in the United States

Acquia is driving the open-source revolution as the leading provider of cloud-based digital experience management solutions. What does that mean? Collaborators within Acquia and volunteers around the globe are continually strengthening Drupal, our award-winning platform, to fuel the dreamers and doers who are delivering amazing digital experiences at the world’s most ambitious brands like Pinterest, Whole Foods, and the Australian government. 

Our success begins with our team. That’s why Acquia prides itself on hiring innovative people who demonstrate an eagerness to grow, make an impact, and seek out new challenges to create bigger, better, and bolder customer experiences. 

To do this, we match our talented new hires that have a passion and dedication to learning and contributing with opportunities that not only harness their strengths but also challenge them to stretch beyond their comfort zone and tackle problems at the edge of their skill set. Our goal is to present opportunities that inspire collaboration, creativity, and professional development.  

As the Support Business Analyst, you will provide data to drive the Support team. Reporting to the Vice President of Support and Customer Support, we are seeking an energetic, multi-tasking and creative individual headquartered out of Boston, MA. As a member of the team, the Business Analyst will be in the forefront of Support Strategy for Drupal Cloud and lead the development of the tools and reporting to continue to optimize the Support organization.

Support Analyst Job Functions:

• Consistently running research projects, developing implementation reporting, and presentations for Support team

• Maintaining data integrity for support operations, reporting and business cadence to proactively inspect and manage support products, tracking the pace of the business, and critical KPIs 

• Building out reports daily to asses ticket activity

• Developing trends and reports associated with tickets

• Partner with various verticals of the business including Finance,Operations, Program Management, and R&D
• Ensure effective data management and accurate reporting on key metrics for Support by providing analysis of data to Support and Operations leadership on a monthly basis

You’ll enjoy this role if you…

• Have the ability to evaluate a complex unstructured challenge into a clear strategy with manageable components
• Enjoy tackling a complex problem by evaluating the issue, identifying potential solutions, and tracking progress on those efforts using SMART goals 
• Enjoy research and statistical analysis
• Are comfortable collecting, analyzing and synthesizing unstructured data into insights with actionable plans
• Have a passion for building world-class PaaS and SaaS solutions that solve meaningful customer problems 
• Thrive in a fast-paced environment with shifting priorities
• Can be driven and self-guided to work independently 

• A passion for data and how it can be used to drive success 
• Comfort in web technology , spreadsheets, basic statistical analysis (standard deviation, etc).
• Previous experience in a customer service role

•  Experience in Consulting or Technology with experience working on enterprise SaaS software, business process redesign, or analytics engagements 
• Experience in analyzing data and developing reporting 

• Experience in working on business process improvement and leading business process redesign 

We are committed to continually strengthening our people-first culture within our Acquia family. Acquia is an equal opportunity employer committed to fostering a diverse and inclusive environment for all. Our highly motivated team features individuals from a multitude of backgrounds who offer their unique perspectives, starting with their first project as a new hire to their 100th as a manager and beyond. For every step in between, we help Acquians grow by promoting a culture of continuous learning through mentorship, knowledge-sharing, feedback, and more. 

Thank you for considering Acquia for your next career move, and we look forward to receiving your application. There’s no such thing as the perfect candidate. So, we’re not looking for someone who matches all of our criteria; we’re looking for someone with the potential to grow outward and upward. Regardless of how much of the criteria you meet, you should apply!