Adobe Commerce, Sr. Customer Success Engineer

Our Company

Changing 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!

Adobe Managed Services is a small, yet fast-growing team that positions itself as a center of operational excellence for its customers. Sitting between our customers, the Adobe Experience Cloud, Public Cloud Services, and third-party application developers. The mission of the team is to help customers succeed through all stages of operations. From onboarding and project scoping to development and release cycles and of course stable, scalable, and well-maintained daily enterprise operations.

What you'll do

• You will be assigned as a dedicated technical contact for 5 to 7 enterprise customers who will be in varying states of onboarding to the Adobe Experience Cloud. Responsibilities include implementing and supporting standard deployment methodologies, managing custom integrations, bridging communication with customers, third-party providers, project management, internal engineering, and automation engineers
• Be a trusted technical advisor to enable customers to apply our tools to achieve their business objectives by providing resources to answer customer's questions, identifying needs for account customization and working with sales, providing further implementation where applicable, and ensure that every customer contract is renewed
• Oversee the customer's interaction with Adobe to ensure that requests for technical support and professional services are coordinated and where appropriate resources engaged
• Work with the global Managed Services team to enhance and grow our operational processes, technical architecture development, automation improvements, and consistency in global service delivery
• Become your customer's advocate within the greater Adobe organization. Representing them and their needs with respect to problem resolution, product development, and feedback.

What you'll need

• Passion for customer service and experience and have demonstrated past experience with customer-centric roles and organizations
• Strong and consistent track record of successfully managing customer relationships and technical projects with an excellent work ethic and leadership skills
• Self-motivated and passionate about exceeding customer expectations and an understanding of enterprise internet business models and online processes, terminology, concepts, and strategies
• Excellent social, presentation, and interpersonal skills, both verbal and written
• Ability to deal with change and excel in high-stress situations, be self-managed, responsive, and dedicated to customer success
• Bachelor's degree in Business Management, Information Systems, Software Engineering, or similar

Basic qualifications

• Strong experience with AWS and Azure
• Strong knowledge of Linux, HTTP, Apache, and Internet Content Delivery
• Strong knowledge of Linux, Docker, Kubernetes (AKS/EKS), PHP, MySQL, Redis, Java, Chef, and CDN (CloudFront, Akamai, Fastly) services
• Experience with Enterprise Commerce software (Demandware, SAP Hybris, Shopify), Adobe Magento a strong plus
• Experience with long-term operation, monitoring (New Relic, Nagios, Splunk), and upgrade of Enterprise software a plus
• Exceptional troubleshooting and technical deep dive capability
• Experience with long-term operation, monitoring, and upgrade of Enterprise software

Highly regarded qualifications

• 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
• Experience with enterprise content management systems
• Consulting and/or technical training experience.