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
As a Customer Success Engineer, you will work with our Strategic clients to ensure they get the most value out of their investment. This requires understanding their business and technical needs, building relationships, and delivering AEM cloud solutions that exceed customer expectations and meet SLAs.
Responsibilities
- Strategic client relationship management. CSEs are assigned as a designated technical operation advisor to 5 to 7 customers who are using Adobe Experience Manager and other digital marketing products.
- The CSE role involves interacting with clients, handling technical operations, and collaborating with colleagues to develop expertise.
- CSEs are trusted advisors who champion projects and initiatives and bridge between clients, third-party providers, project management, internal engineering, and automation engineers. There will be frequent interaction with clients including Directors of Fortune 500 companies.
- We communicate consistently with clients throughout the contract lifecycle, calling out relevant issues where needed. We maintain client contact and provide status updates for all outstanding issues while continuing to handle client expectations, keeping clients satisfied and expectations realistic.
- Our goal is to support our clients in reaching their business objectives. We accomplish this by addressing client inquiries, identifying opportunities for account customization, coordinating implementation changes, and promoting client contract renewal.
- We collaborate with account teams and other internal teams (consulting, project management, engineering, customer support) to meet client objectives.
- CSEs lead all aspects of customer support to ensure timely closure of quality and security issues and provide project management for professional services requests.
Required Qualifications
- Proven work experience as a Front-end developer
- Proficiency in website programming languages such as HTML, CSS, Java and JavaScript
- Good understanding of key design principles and SEO optimization with an emphasis in website performance
- Familiar with Adobe software such as Experience Manager, Analytics, Target and Dynamic Media
- Experience working with web development solutions such as Progressive Web Applications (PWA) and Single-Page Applications (SPA)
- Experience working with different web development frameworks such as React, Angular, and Vue.js
- Experience with headless implementations using REST and GraphQL
- Experience working with code building/packaging tools such as Maven, Yarn and Webpack
- Good understanding of WCM core components and templates, and manipulation of the DOM
- Familiar with browser testing and debugging
- Real passion for client success and a proven track record of optimally leading client relationships and technical projects with an excellent work ethic and collaboration skills.
- Self-motivated and passionate about exceeding client expectations and understanding enterprise internet business models and online processes, terminology, concepts, and strategies.
- Ability to evaluate and adopt change and excel in high-stress situations, taking action to provide adaptable, thoughtful dedication to client success. Shows excellent social, presentation, and interpersonal skills, both verbal and written.
Duties Include
- Collaborate with Adobe's Experience Manager (AEM) and other DMa products and teams to support the development of innovative automation tools that optimize efficiency and productivity.
- Show strength in Amazon and Azure cloud operations and the use of Adobe Command/Control and CI/CD tools to enable next-generation cloud management solutions. Collaborate with the teams that provision, customize, monitor, handle and upgrade our cloud-hosted Enterprise offerings.
- Solid understanding of Linux and other services such as Docker, Kubernetes, CSS/JS (AKS/EKS), PHP, MySQL, Redis, Java, Chef, and CDN (CloudFront, Akamai, Fastly) services.
- Experience with long-term operation, supervising (New Relic, Nagios, Splunk), and upgrade of Enterprise software a plus.
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