Customer Success Engineer

Job Description

Our CompanyChanging 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!AEM Customer Success EngineerThe ChallengeCustomer Success Engineers are responsible for the partnership between Adobe and our Strategic clients, driving value realization and return on theclients investment in Adobe Experience Manager. This team are technology-savvy individuals who have experience in Digital Marketing and know its valuein driving company strategies. You will work directly with our clients to understand business and technical requirements, and build long term relationshipsto develop and operate AEM cloud solutions to ensure success and meet SLAs.This position includes all of the following aspects:You will be assigned as a designated technical consultant to 5 to 7 customers who are using Adobe Experience Manager as a Managed Service.This is an Adobe premium service, using standard deployment methodologies, managing custom integrations. You will operate and protectcustomer environments in AWS and Azure, provide security management, bridge communication with clients, third party providers, projectmanagement, internal engineering and automation engineers. There will be frequent interaction with clients including Directors, VPs, and Clevelexecutives of Fortune 500 companies. cultivate future projects and qualify new opportunities.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) .Strategic client relationship management. You will be assigned as a designated technical consultant to 5 to 7 customers who are using AdobeExperience Manager. This includes implementing and supporting standard deployment methodologies, managing custom integrations, bridgingcommunication with clients, third party providers, project management, internal engineering and automation engineers.You will have strong focus on client retention and cultivate future projects and qualify new opportunities. There will be frequent interaction withclients 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 youll doProvide 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 clientsquestions, identifying needs for account customization and further implementation where applicable and ensure that every client contract isrenewed.Work closely with Sales Executive and consult with other team members (consulting/projectmanagement/engineeringservices/customer support)to be sure mutual objectives are met in support of 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 clientssatisfied 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:Bachelors 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 leadershipskills.Self-motivated, reciprocal, very responsible, and passionate about exceeding client expectations and You can understand enterprise internetbusiness 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 Adobes 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 in order to implement and improve autoscaling capabilities.Demonstrate Amazon and Azure cloud services and advanced Adobe Command/Control systems to use the next generation cloud managementsolutionHelp 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 continuousimprovements into the management system to support these 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:Masters degree or other advanced educationPrior account management and/or project management experience with Fortune 500 clientsKnowledge of and experience with digital marketing technologiesPrior experience with customer success in a SaaS, or Managed Services companyExperience using digital marketing products and FSI vertical experienceConsulting and/or technical training experienceAdobe 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.,

Keyskills :
windows serverfortune 500client retentionsubject matter expertisemicrosoft azuremanaged servicesclient contactcustomer supportadobe experience manageremerging artist