Customer Success Engineer
Substance
Maidenhead
3d ago

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 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 is a team of technology-savvy individuals who have experience in Digital Marketing and know 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, balancing custom integrations, bridging communication with clients, third party providers, and various partners.

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

Develop longterm client relationships, keyboard facing (technical operations), and develop your own domain expertise by drawing on that of others in a reciprocal environment.

Provide a phenomenal customer experience for all assigned clients and assist them by expanding their usage and adoption of Adobe products.

Enable clients to apply our tools to achieve their business objectives by providing resources to answer their questions, identifying needs for account customization and further implementation, and ensure that every client contract is renewed.

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

Communicate consistently with clients throughout the contract lifecycle by calling out relevant issues and balancing their expectations.

Coordinate customer support to ensure timely closure of quality issues and project 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 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 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, customise, monitor, balance and upgrade our cloud hosted Enterprise offering and drive continuous improvements into the management system to support these areas.

What's needed to succeed :

Real passion for digital marketing and client success.

Excellent work ethic and leadership skills.

Proven track record of successfully managing client relationships and technical projects

Ambitious, reciprocal, very responsible, and passionate about exceeding client expectations.

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.

Excellent social, presentation, and interpersonal skills, both verbal and written.

Ability to adapt to change and excel in high-stress situations.

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

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

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