Job Description

JOB LEVEL

P40

EMPLOYEE ROLE

Individual Contributor

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, keeping clients satisfied and expectations realistic.

Help our clients achieve their business objectives by providing expertise 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 (consulting/project management/engineering services/customer support) 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.

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 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.

Skills needed:

• 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
• Use Command/Control and CI/CD tools to enable next-generation cloud management solutions.
• Solid 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)

Special consideration given for:

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

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $112,000 -- $197,500 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California :

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll .

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is proud to be an employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

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Job Tags

Full time, Contract work, Temporary work, Work experience placement, Local area, Relocation,

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