Client Success Technical Specialist
3 weeks ago
About Adobe
At Adobe, we are dedicated to transforming the world through innovative digital experiences. Our mission is to empower everyone—from budding creators to established enterprises—with the tools necessary to craft and deliver outstanding digital content. We are passionate about enabling individuals to produce stunning visuals, videos, and applications, while redefining how businesses engage with their customers across various platforms.
We strive to attract top talent and are committed to fostering an inclusive workplace where every employee is valued and has equal opportunities. We recognize that innovative ideas can emerge from any level of the organization, and we believe that your next big idea could be the one that propels us forward.
The Opportunity
As a Customer Success Engineer, you will serve as the primary technical liaison for our key clients, ensuring they derive maximum value from their investments. This role is suited for individuals with a strong technical background and a keen understanding of digital marketing's impact on business strategies. You will collaborate closely with clients to identify their business and technical needs, foster long-term partnerships, and develop AEM cloud solutions that exceed expectations and meet service level agreements (SLAs).
***This position requires the ability to obtain a Top Secret Clearance and proficiency in the French language (both spoken and written A, A/B, B) along with practical experience in Linux.
Key Responsibilities:
Manage strategic client relationships as a designated technical advisor for 5 to 7 clients utilizing Adobe Experience Manager and other digital marketing solutions. Balance client-facing duties (building long-term relationships), technical operations (keyboard-facing tasks), and collaborative efforts (enhancing your expertise while leveraging the knowledge of others). Act as a trusted advisor, advocating for projects and initiatives while facilitating communication between clients, third-party vendors, project management, and internal engineering teams. You will regularly engage with senior executives from Fortune 500 companies.Our Commitment
Maintain consistent communication with clients throughout the contract lifecycle, addressing relevant issues as they arise. Provide regular updates on outstanding matters while managing client expectations to ensure satisfaction. Assist clients in achieving their business goals by offering resources to address inquiries, identifying customization needs, overseeing implementation changes, and promoting contract renewals. Collaborate with account teams and other internal departments (consulting, project management, engineering services, customer support) to ensure shared objectives are met, ultimately supporting client satisfaction. Lead all facets of customer support to guarantee timely resolution of quality and security concerns, while managing professional services requests.Required Qualifications:
Proficiency in the French language (both spoken and written). Ability to obtain a Top Secret Clearance. Strong understanding of Linux and related technologies such as Docker, Kubernetes (AKS/EKS), PHP, MySQL, Redis, Java, Chef, and CDN services (CloudFront, Akamai, Fastly). Familiarity with AWS or Azure and an understanding of cloud-based web applications. Experience in operating and monitoring enterprise software. A genuine passion for digital marketing and client success, with a proven history of effectively managing client relationships and technical projects, demonstrating a strong work ethic and collaborative spirit. Self-driven and committed to exceeding client expectations, with a solid grasp of enterprise internet business models and online processes, terminology, concepts, and strategies. Ability to adapt to change, excel in high-pressure situations, and provide dedicated, thoughtful support to ensure client success. Excellent communication, presentation, and interpersonal skills, both verbal and written.Additional Duties:
Work with Adobe Experience Manager (AEM) and other digital marketing products and teams. Contribute to the development of new automation tools to enhance efficiency and productivity. Utilize Adobe Command/Control and CI/CD tools to manage next-generation cloud solutions. Collaborate with teams to provision, customize, monitor, and upgrade our cloud-hosted enterprise offerings.-
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