Customer Success Engineers manage client relationships and technical support, ensuring satisfaction while driving the adoption of Adobe products and addressing client needs across various platforms.
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!
The Challenge
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 are
technology-savvy individuals who have experience in DMa and know its value in driving company
strategies. You will work directly with our clients to understand business and technical
requirements, 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 implementing
and supporting standard deployment methodologies, managing custom integrations, bridging
communication 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 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 account
customization and further implementation where applicable and ensure that every client contract is
renewed.
• 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 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 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 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:
• 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 Equal Employment Opportunity 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. Learn more.
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 [email protected] or call (408) 536-3015.
Top Skills
Adobe Experience Manager
AWS
Chef
Java
Linux
Azure
Windows Server
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