Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!The OpportunityAdobe 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.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 will do;Delivery of dedicated services from a mutually agreed planCustomer advocate representing customer needs with internal product teamsCoordinating/driving customer technical issues with customer care/engineering/consultingAvoid serious critical issues, by providing timely resolution to technical and product inquiresDrive Customer Experience improvements through close collaborative planning with customer executives and account teamProvide on-site assistance as needed to resolve product issues (minimal)Co-ordinate & execute regular knowledge transfer sessionsEnsure customers acknowledge value, resulting in successful ongoing Ultimate Success ContractsWhat you need to succeed;Multi-year experience working in sophisticated enterprise technology environments in consulting/Project Management/account management/development rolesSolid presentation skills, and experience organising and handling high-profile customer calls and meetingsAbility to work collaboratively with local Adobe Customer Solutions and Sales teams to help position Ultimate support offeringsDrive and own customer critical issuesITIL knowledge and Certification preferredExperience with Adobe Experience Cloud solutions desiredExperience in a wide range of computer operating systems and software with emphasis on performance optimisation, installation, troubleshooting, upgrading, integration, client/server operations and cloud computing or SaaS is desired.Sophisticated written and verbal communication skillsStrong personal organization skillsAbility to multi-task and prioritize job requirementsBachelor’s Degree or equivalent experience.At least five years of full-time experience in Premier Support/enterprise customer support environments or related fieldPeriodic travel a requirementCustomer Business ObjectivesAdobe is proud to be an Equal Employment Opportunity and affirmative action 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. Learn more. 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.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
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