Technical Product Consultant III

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're 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

Job Description

The Challenge

The Technical Product Consultant for the Adobe Target solution will provide technical support to Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our customers are set up for success. You will field questions, log and work on high-priority issues, meet with customers regularly, and manage escalations while working with the extended Adobe Support team (Support and Engineering). The goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When necessary, you may be required to go on-site to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to document all customer cases fully, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective is to create memorable Customer Experiences for our most strategic Customers, resulting in Customers being wildly successful using our products.

What you'll do

First point of contact for customer concerns relating to technical issues

Customer advocate and represent their needs with internal product teams

Provide extremely timely response/resolution to technical and product inquiries

Provides resolution results within established Service Level Agreement Guidelines

Awareness of Customer business priorities & key events

Provides proactive Issue Status updates to required parties

Record and document all issues related to customers within established process guidelines

Troubleshoot/qualify cases before escalating to Engineering

Answer questions regarding product functionality and usage

Enable product features included in the contract that the customer can't enable themselves through the admin console

Troubleshoot implementation problems

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors; exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results; networks with key contacts outside areas of own expertise; may have matrix reporting relationships across business units. Uses professional concepts and Adobe objectives to resolve a wide range of difficult issues in creative and effective ways.

Occasionally needs to engage subject matter experts in situations warranting a deeper level of knowledge/expertise. Regular collaboration with the team via scrums, queue bashes, and other interactions to learn new concepts and resolve complex issues, sometimes leading the sessions.

Accelerated ability to comprehend and simulate/replicate customer-reported issues, leveraging all the relevant channels of knowledge (documentation, communities, knowledgebase, peers, etc.) Demonstrates Intermediate to Expert troubleshooting skills.

What you need to succeed

At least five years' experience in a customer support environment, preferably in a high-tech enterprise setting

Working experience with Adobe Target (Mandatory)

Adobe Target Architect Master Certification (Mandatory)

Regularly demonstrates advanced ability to interpret customer business needs and issue impact to both the customer and Adobe; ability to communicate the business impact effectively to internal associates to accelerate resolution and limit the overall business impact

Acts independently and demonstrates entrepreneurial perspective in figuring out methods and procedures on new assignments; may supervise the activities of others; exercises considerable latitude in figuring out objectives and approaches to assignments; effects of decisions may be long-lasting and influence the future course of Adobe

Excellent communication skills, both written and verbal

Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals

Strong ability to identify, research, and quantify business problems using statistical analyses on large data sets

Proven ability to diagnose and troubleshoot complex analytic implementation issues

Working experience with JavaScript, jQuery, HTML, and CSS, and front-end development.

Working experience with SQL and database management.

Working experience with data insertion and reporting APIs, SOAP, and REST

Thinks 'out-of-the-box' to creatively resolve advanced development problems

Debugging of customer code

Strong personal organization skills

Ability to multi-task and prioritize job requirements

Open to work in night shifts

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