The Opportunity
Adobe Experience Cloud provides the most comprehensive set of applications, capabilities, and services specifically designed to address today’s need for personalized customer experiences at scale. We are in need of a high-powered technical leader to help our largest customers navigate the operational challenges of delivering real time customer experiences at scale. You will work one-on-one with our top tier customers, supporting the implementation, technical health, performance optimization and business relationships with Adobe. You will be the technical partner our largest customers need in order to ensure their supercharged engine, finely tuned will make their customer experiences hum. Working in close collaboration with our Customer Success Manager this team will ensure strategic value realization from their partnership with Adobe.
A bit more about you
Responsible for evangelizing Adobe Solutions with enterprise customers, this role engages as the technical health leader, delivering dedicated services, methodology advice, and being the customer’s technical advocate within Adobe. Key elements of the role include Service Delivery Strategy, implementation cycle guidance, balancing risk and maximise value in Adobe technology adoption. In addition, partner with Customer Support leaders, you will field questions, log and work high priority issues & and handle critical issues while working with the extended Adobe Support team (Customer Support, Consulting and Engineering).
What you’ll do
- Build, develop, and maintain one-on-one relationships with customers.
- Produce and deliver a prescribed set of technical services to maintain operational health.
- Drive discussions with multiple personas from developers and analysts to management and senior leadership regarding tasks, projects, cases, and prioritization.
- Serve as a primary, technical go-to person for multiple customers, establishing a deep business and operational understanding of their environment.
- Field technical inquiries, handle customer issues, and influence partners to improve customers’ health.
- Strategically think about people, process, and technology challenges, helping customers realize the efficiencies and advantages of the Adobe Experience Cloud.
- Identify and mitigate risks to establish successful partnerships with Adobe.
What you need to succeed
- Experience in a customer-facing role with outstanding communication skills.
- Strong technical background with hands-on expertise to work through challenges and events.
- Ability to drive discussions and represent Adobe within a customer’s environment.
- Critical thinking regarding people, process, and technology challenges.
- Ability to successfully execute solutions and functionality to optimize customer investment.
- Demonstrated ability to identify and mitigate risks, ensuring customers' operational health.
- Ability to collaborate within a team to deliver world-class service.
- Experience and familiarity with the following (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager (AAM), Adobe Experience Manager (AEM), Adobe Experience Platform (AEP), Adobe Campaign, Adobe Magenta, Adobe Marketo, Adobe Target.
