Customer Success Engineer

Our CompanyChanging the world through digital experiences is what Adobes all about We give everyonexe2x80x94from emerging artists to global brandsxe2x80x94everything they need to design and deliver exceptional digital experiences Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen Were on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity We realize that new ideas can come from everywhere in the organization and we know the next big idea could be yours The ChallengeCustomer Success Engineers are responsible for the partnership between Adobe and our Strategicclients driving value realization and return on the client s investment This team aretechnology-savvy individuals who have experience in DMa and know its value in driving companystrategies You will work directly with our clients to understand business and technicalrequirements and to develop solutions to ensure success This position includes all of the following aspects Strategic client relationship management You will be assigned as a designated technical consultant to 5 to 7 customers who are using Adobe Experience Manager This includes implementingand supporting standard deployment methodologies managing custom integrations bridgingcommunication with clients third party providers project management internal engineering andautomation engineers You will have strong focus on client retention and cultivate future projects and qualify new opportunities There will be frequent interaction with clients including Directors VPs and C-level executives of Fortune 500 companies The CSE role is equally client facing developing long term client relationships keyboard facing technical operations and colleague facing developing your own subject matter expertise and drawing on that of others in a collaborative environment What you ll do Provide a great relationship experience for all assigned clients and assist clients to expand their usage and adoption of Adobe products Be a trusted technical advisor to enable clients to apply our tools to achieve their business objectives by provide resources to answer clients questions identifying needs for accountcustomization and further implementation where applicable and ensure that every client contract isrenewed Work closely with Sales Executive and consult with other team members consulting project management engineering services customer support to be sure mutual objectives are met in supportof client happiness Communicate consistently with clients throughout the contract lifecycle calling out meaningful issues where needed You will maintain client contact and provide status updates for all excellent issues while continuing to handle client expectations keeping clients satisfied and expectations realistic You will oversee customer support to ensure timely closure of quality issues and provide project management for professional services requests Fully understand client requests documenting and engaging appropriate resources You will ideally have Bachelor s degree in business management or similar Real passion for digital marketing and client success and in the past have demonstrated exceptional customer skills from previous employment Strong and consistent track record of successfully managing client relationships and technical projects with an excellent work ethic and leadership skills Self-motivated reciprocal very responsible and passionate about exceeding client expectations and You can understand enterprise internet business models and online processes terminology concepts and strategies You can show excellent social presentation and interpersonal skills both verbal and written Demonstrated ability to deal with change and excel in high-stress situations and be self- managed responsive and dedicated to client success Duties include Work with Adobe s AEM Connect LiveCycle and other teams to assist in developing new AMIs and deployments of new software Develop the procedures and routines that we need to implement and improve autoscaling capabilities Demonstrate Amazon and Azure cloud services and advanced Adobe Command Control systems to use the next generation cloud management solution Help to develop and support our upgrade systems for enterprise customers as Adobe products develop over time Collaborate with the teams that provision customize monitor handle and upgrade our cloud hosted Enterprise offering and drive continuous improvements into the management system to supportthese areas Skill Requirements Strong experience with cloud hosting including Microsoft Azure and AWS cloud infrastructure Strong knowledge of Linux Windows Server and Java systems Chef Experience troubleshooting and operating Adobe AEM in an enterprise environment Experience with long term operation monitoring and upgrade of Enterprise software Special consideration given for Master s degree or other advanced education Prior account management and or project management experience with Fortune 500 clients Knowledge of and experience with digital marketing technologies Prior experience with customer success in a SaaS or Managed Services company Experience using digital marketing products and FSI vertical experience Consulting and or technical training experience Adobe is an equal opportunity employer We support diversity in the workplace regardless of race gender religion age sexual orientation gender identity disability or veteran status Adobe is proud to be an employer We do not discriminate based on gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression veteran status or any other applicable characteristics protected by law Adobe aims to make Adobe com accessible to any and all users If you have a disability or special need that requires accommodation to navigate our website or complete the application process email or call 408 536-3015