Technical Program Manager
Acquia
full-time
Posted on:
Location Type: Remote
Location: Costa Rica
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About the role
- Customer Impact Analysis: Partners with Engineering early in the development lifecycle to determine the specific customer impact of maintenance, security patches, and upgrades across SaaS and PaaS offerings.
- Strategic Maintenance Scheduling: Negotiates and orchestrates release windows with Operations and R&D to avoid customer peak times and ensure that "scheduled actions" are conducted with minimal disruption.
- Architectural Translation: Translates technical engineering notes into "impact profiles" that Account Managers and CSMs can use to advise their specific customers on required actions.
- Change Kit Execution: Builds and deploys "Change Kits" for customers, including email sequences, internal announcement templates for customer admins, FAQs, and step-by-step migration guides.
- Release Readiness Liaison: Facilitates "Go/No-Go" readiness reviews from the Customer Success perspective, ensuring that all customer-facing documentation, FAQs, and internal support teams are ready for the change.
- Technical Risk Assessment: Identifies interdependencies between product releases and cloud hosting updates to anticipate and mitigate potential "alignment debt" before it reaches the customer.
- Operational Reporting: Maintains real-time dashboards for account teams to monitor which of their customers have completed mandatory technical actions and where blockers remain.
- Prompt Engineering & Management: Helps to develop and maintain a team-wide library of AI prompts and tools to ensure consistency in tone, style, and formatting across a diverse global customer base.
Requirements
- 3-5 Years of Project/Program Management: Experience in a technical or Customer Success environment, preferably managing complex product lifecycles or migrations.
- Architectural Awareness: Functional understanding of how SaaS and PaaS environments are structured, including basic knowledge of APIs, databases (Solr/MySQL), and cloud hosting (AWS/Kubernetes).
- Drupal Knowledge: Understanding of Drupal release cycles or common module architectures.
- Systems Thinking: Ability to understand how a single infrastructure change—such as an EOL for a specific software version—ripples across a customer's specific application stack.
- Technical Fluency: A "curious mind" that asks engineers for plain-language explanations of complex technical concepts to better protect the customer journey.
- Tooling Proficiency: Deep experience with Jira or similar ticketing systems to track release progress and customer readiness at scale.
- Bachelor’s Degree: Preferred; equivalent professional experience in a technical project management or technical account management role is also valued.
Benefits
- A strong focus on work/life balance.
- Genuinely fun and caring place to work.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Project ManagementProgram ManagementSaaSPaaSAPIsDatabasesAWSKubernetesDrupalTechnical Risk Assessment
Soft Skills
Customer Impact AnalysisStrategic Maintenance SchedulingArchitectural TranslationChange Kit ExecutionRelease Readiness LiaisonOperational ReportingSystems ThinkingTechnical FluencyNegotiationCommunication
Certifications
Bachelor’s Degree