Customer Success Engineers are responsible for the partnership between Adobe and our Strategic clients, driving value realization and return on the client’s investment.
You are a technology-savvy individual who has experience in digital marketing and know its value in driving company strategies.
You 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 consulting in digital marketing standard methodologies, and bridging communication into digital media
Client relationship management and project management
Focus on client retention
Nurture future projects and qualify new opportunities
Frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies
Provide client relationship management for all assigned clients
Assist clients to expand their usage and adoption of Adobe digital marketing products
Be a trusted advisor to enable clients to apply our tools to achieve their business objectives
Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable
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, raising meaningful issues where needed
Maintain client contact and provide status updates for all outstanding issues
Manage client expectations, keeping clients satisfied and expectations realistic
Coordinate with customer support to ensure timely closure of quality issues
Coordinate and provide project management for professional services requests
Fully understand client requests, documenting and engaging appropriate resources
What is needed to succeed
Bachelor’s degree in business management or relevant field
Real passion for digital marketing and client success
Demonstrated outstanding customer skills from previous employment
Strong and proven track record of successfully managing client relationships and technical projects
Excellent work ethic and leadership skills
Ambitious, team- oriented, very responsible, and focused on exceeding client expectations
Understanding of enterprise internet business models and online processes, terminology, concepts and strategies
Exceptional organizational, presentation, and communication skills, both verbal and written
Demonstrated ability to deal with change and excel in high-stress situations
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 Adobe products
Develop the procedures and routines that we need in order to implement and improve autoscaling capabilities.
Use 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.
Work alongside the teams that provision, customize, monitor, manage and upgrade our cloud hosted Enterprise offering and drive continuous improvements into the management system to support these areas.
Skill Requirements :
Solid experience with cloud hosting including Microsoft Azure and AWS cloud infrastructure.
Strong knowledge of Linux, Windows Server, Java systems Chef, and SALT.
Experience with Enterprise mission critical software, Adobe AEM a strong plus
Experience with long term operation, monitoring and upgrade of Enterprise software a plus.
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