Customer Success Engineer

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). Customer Success Engineers (CSEs) 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. CSEs interact 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 role requires ability to achieve a Top Secret security Clearance, hands on Linux experience and front-end developer experience. 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), Colleague-facing (developing your own subject matter expertise, and drawing on that of your peers in a collaborative environment).

CSEs are tech-savvy 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 CSEs do:

• 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, keeping clients satisfied and expectations realistic.
• Help our clients achieve their business objectives by guiding or finding resources to answer clients' questions, identifying needs for account customization and coordinating changes to technical implementations.
• Work closely with account teams and collaborate with other internal team members (consulting/project management/engineering services/customer support) to ensure mutual objectives are met in support of client happiness.
• Support customer production websites.
• Solve technical issues, quickly resolve 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.
• Partner with customers to drive their strategic roadmap through Adobe technology solutions while driving Adobe Managed Services’ technical roadmap with customers.
• Collaborate with the teams that provision, customize, monitor, handle and upgrade our cloud hosted Enterprise offerings.

The ideal candidate will:

• Have a passion for digital marketing and client success and have a consistent track 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.

Required Qualifications:

• Must meet eligibility requirements for obtaining Canadian Government Top Secret security clearance.
• 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.
• Demonstrate proficiency in public cloud offerings (AWS, Azure, GCP) cloud operations and use Command/Control and CI/CD tools to enable next-generation cloud management solutions.
• Working knowledge of Linux, Apache web server, CDN, WAF, DNS, Java-based applications, Load balancing.
• Front-end development experience with JavaScript and CSS.
• Experience with operational monitoring tools (New Relic, Icinga, Splunk).

Special consideration given for:

• Masters degree or other advanced education or equivalent experience.
• Prior account 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 in highly secure environments such as FSI vertical.