Technology Consultant

Adobe•Lehi, UT

12d•$112,000 - $197,500

About The Position

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: Adobe Managed Services provides digital marketing solutions for strategic customers who provide a digital marketing presence to their end users via Adobe Experience Manager (AEM). Our Customer Success Engineers (CSE’s) are customer-facing engineers who partner with their assigned customers to drive value realization, return on investment and help the customer deliver on marketing goals. CSE's work directly with their customers to understand business and technical requirements, build long term relationships, and develop and operate AEM cloud solutions that delight customers and meet SLAs. This position includes the following aspects: Strategic client relationship management. CSEs are assigned as a designated technical operation advisor for 5 to 7 customers who are using Adobe Experience Manager and other digital marketing products. The CSE role is equally: Client-facing (developing long term client relationships), keyboard-facing (technical operations) and colleague-facing (developing your own domain expertise and drawing on that of you peers in a collaborative environment). CSEs are trusted advisors who champion projects and initiatives and act as facilitators between clients, third party providers, project managers, internal engineering and automation engineers. There will be frequent interaction with clients including Directors, of Fortune 500 companies. What CSE's do: 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. Help our clients achieve their business objectives by guiding or finding resources to answer clients' questions, identifying needs for account customization and overseeing changes to technical implementations. Work closely with account teams and collaborate with other internal team members to be sure mutual objectives are met in support of client happiness. Support customer production websites. Solve technical issues, quickly identify root cause issues and recommend and/or implement steps to resolution is a key component. Lead all aspects of customer support to ensure timely closure of quality and security issues and provide project management for professional services requests. The ideal candidate will: Have a passion for digital marketing and client success and have a consistent record of successfully leading client relationships and technical projects with an excellent work ethic and collaboration skills. Be self-motivated and passionate about exceeding client expectations and understand enterprise internet business models and online processes, terminology, concepts and strategies. Evaluate and adopt change and excel in high-stress situations, taking action to provide responsive, thoughtful dedication to client success. Demonstrate excellent social, presentation, and interpersonal skills, both verbal and written.

Requirements

Working knowledge of Adobe's Experience Manager (AEM) and other DMA products teams to assist in developing new automation tools that improve efficiency and productivity.
Show skill in public cloud offerings (AWS, Azure, GCP) cloud operations
Use Command/Control and CI/CD tools to enable next-generation cloud management solutions.
Demonstrable understanding of Linux, Apache web server, CDN, WAF, DNS, Java-based applications, Load balancing.
Front-end experience with JavaScript and CSS.
Experience with operational monitoring tools (New Relic, Icinga, Splunk)
Have a passion for digital marketing and client success and have a consistent record of successfully leading client relationships and technical projects with an excellent work ethic and collaboration skills.
Be self-motivated and passionate about exceeding client expectations and understand enterprise internet business models and online processes, terminology, concepts and strategies.
Evaluate and adopt change and excel in high-stress situations, taking action to provide responsive, thoughtful dedication to client success.
Demonstrate excellent social, presentation, and interpersonal skills, both verbal and written.

Nice To Haves

Advanced degree or equivalent work experience
Prior account management experience with Fortune 500 clients

Responsibilities

Communicate consistently with clients throughout the contract lifecycle, calling out relevant issues where needed.
Maintain client contact and provide status updates for all outstanding issues while continuing to handle client expectations.
Help our clients achieve their business objectives by guiding or finding resources to answer clients' questions, identifying needs for account customization and overseeing changes to technical implementations.
Work closely with account teams and collaborate with other internal team members to be sure mutual objectives are met in support of client happiness.
Support customer production websites.
Solve technical issues, quickly identify root cause issues and recommend and/or implement steps to resolution is a key component.
Lead all aspects of customer support to ensure timely closure of quality and security issues and provide project management for professional services requests.

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