Job Title: Customer Success Field Engineer
We are seeking a highly skilled Customer Success Field Engineer to join our team. This is an exciting opportunity for someone who is passionate about helping clients realize and quantify value driven by our Adobe solutions.
In this role, you will be responsible for working with clients to understand their technical environment, business objectives, and goals. You will then use your knowledge of Adobe Experience Cloud products to provide trusted advice on how best to meet client needs holistically. This may involve collaborating cross-team to deliver recommendations across technical and strategic outcomes to help drive business impact and support client success.
Key Responsibilities:
* Be a recognized trusted authority (by clients, partners and colleagues) across our Data, Insights and Customer Journeys solutions (including AEP + Apps, Analytics, Target & Audience Manager).
* Conduct engagement-based customer discoveries to realise our customer's technical environment, business objectives, goals and challenges in order to provide the best advice needed to drive customer success, value and return on investment.
* Effectively analyze challenging technical issues, identify possible solution options, and facilitate with presentation and review of recommended mitigations.
* Effortlessly multi-task, working across multiple client engagements and account teams at the same time across multiple internal initiatives.
* Actively maintain the highest level of technical expertise by knowing the latest Adobe technologies through internally and externally available learning opportunities and self-study.
* Interact frequently with clients via phone, email, and/or in-person—including interaction with marketers, analysts, web developers, and C-level executives.
Requirements:
* Deep technical knowledge across Adobe's Data & Insights solutions – mainly AEP & Apps, but experience across other D&I solutions such as Analytics, Target, Audience Manager will be useful. Be familiar with core data concepts, data schemas and understand privacy / security concerns.
* Strong executive presence and influencing skills.
* The capacity to understand business requirements and translate them into architecture, design and development activities for our most complex digital solutions.
* Demonstrate proficiency in integration technologies and techniques across the Adobe stack, with 7+ years of direct client experience.
* Experience articulating technical solutions and positive outcomes to both technical and non-technical audiences.
* The ability to adapt optimally with a variety of clients and partners in complicated situations, employing strong facilitation skills while establishing credibility and trust quickly.
* Be self-motivated, adaptable, professional and a champion of customer success.
* Demonstrate excellent verbal and written communication skills.
We strive to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.