Customer Succes Engineer

About the role

The Opportunity

Customer Success Engineers are responsible for the partnership between Adobe and our strategic clients, driving value realization and return on the client’s investment. This team of technology-savvy individuals has experience in Digital Marketing and understands its value in driving company strategies.

What you’ll do

- Act as a designated technical consultant to 5 to 7 customers using Adobe Experience Manager (AEM). This includes implementing and supporting standard deployment methodologies, managing custom integrations, bridging communication with clients, third-party providers, and various partners.

- Focus on client retention and cultivate future projects to qualify new opportunities, with frequent interaction with Directors, VPs, and C-level executives of Fortune 500 companies.

- Develop long-term client relationships, handle technical operations, and improve your domain expertise by collaborating in a reciprocal environment.

- Provide an outstanding customer experience for all assigned clients and assist them by rapidly growing their usage and adoption of Adobe products.

- Help clients reach their business goals by answering questions, customizing accounts, and renewing contracts.

- Work closely with Sales Executives and consult with other team members to ensure mutual objectives are met in support of client happiness.

- Communicate consistently with clients throughout the contract lifecycle by addressing relevant issues and managing their expectations.

- Coordinate customer support to ensure timely closure of quality issues and manage professional services requests.

- Work with Adobe’s AEM, Connect, LiveCycle, and other teams to assist in developing new AMIs and deployments of new software.

- Develop procedures and routines to implement and improve autoscaling capabilities.

- Demonstrate Amazon and Azure cloud services and advanced Adobe Command/Control systems to apply the next-generation cloud management solution.

- Support our upgrade systems for enterprise customers as Adobe products evolve.

- Collaborate with teams to provision, customize, monitor, balance, and upgrade our cloud-hosted Enterprise offering, driving continuous improvements into the management system.

What’s needed to succeed:

- Previous experience with cloud hosting, including Microsoft Azure and AWS cloud infrastructure, and a solid understanding of Linux, Windows Server, and Java systems.

- Experience with long-term operation, monitoring, and upgrading of Enterprise software.

- Experience troubleshooting and operating Adobe AEM in an enterprise environment with an understanding of enterprise internet business models and online processes, terminology, concepts, and strategies.

- Front-end experience, preferably with JavaScript knowledge; CSS is a plus.

- Real passion for digital marketing and client success.