Customer Success Engineer

JOB LEVEL
P40
EMPLOYEE ROLE
Individual Contributor

The Challenge

Customer Success Engineers are designated customer facing engineers for our Strategic clients, driving value realization and return on the client's investment! This team is filled with technology-savvy individuals who have experience in digital marketing and know its value in driving company strategies. We work directly with our clients 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 all of the following aspects:

• 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 is equally: client facing (developing long term client relationships, keyboard facing (technical operations), and colleague facing (developing your own subject matter expertise, and drawing on that of others in a collaborative environment)
• 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.

What we do

• 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.
• We help our clients achieve their business objectives by provide resources to answer clients' questions, identifying needs for account customization and oversee implementation changes and encourage client contract renewal.
• We 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.
• CSEs lead all aspects of customer support to ensure timely closure of quality and security issues and provide project management for professional services requests.

You will ideally have:

• Real passion for digital marketing and client success and have a proven track record of successfully leading client relationships and technical projects with an excellent work ethic and collaboration skills.
• Self-motivated and passionate about exceeding client expectations and understand 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, responsive, thoughtful dedication to client success. Shows excellent social, presentation, and interpersonal skills, both verbal and written.

Duties include:

• Work with Adobe's Experience Manager (AEM) and other DMa products and teams to assist in developing new automation tools that increase efficiency and productivity.
• Demonstrate proficiency in Amazon and Azure cloud operations and the use of Adobe Command/Control and CI/CD tools to enable next generation cloud management solution. Collaborate with the teams that provision, customize, monitor, handle and upgrade our cloud hosted Enterprise offerings.
• Strong knowledge of Linux and other services such as Docker, Kubernetes (AKS/EKS), PHP, MySQL, Redis, Java, Chef and CDN (CloudFront, Akamai, Fastly) services.
• Experience with long term operation, monitoring (New Relic, Nagios, Splunk) and upgrade of Enterprise software a plus.

Special consideration given for:

• Master's degree or other advanced education
• Prior account management and/or project 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 using digital marketing products and FSI vertical experience

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 $111,700 -- $195,700 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.

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 an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

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