- Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
- Maintain regular communication with both the external and internal teams, constantly handling customer expectations
- Engage with Director and VP-Level executives to translate business needs into technical and operational plans
- Work hands-on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the
- Consulting practice to address issues, questions, and requests
- Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
- Analyze and present impactful data and insight to leadership
- Demonstrate knowledge of your customers environments to assist Adobe service teams in better serving your customers
- Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and
- product teams
- Ensure timely response and resolution to technical and product outstanding items
- Assess and document customers technical environment to reveal ongoing insight and improvement opportunities
- Make recommendations on how new and existing features fit within customers environments, supplying standard methodologies and guidance
- Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
- Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
- Provide proactive status updates to required parties
- Host periodic checkpoint and status calls with customer and internal partners
- Identify enablement goals and plans
- Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
|
| Skills: | - At least five years of full-time experience in consultative, customer-facing support and/or related role in marketing technology
- Exceptional CX focus and abilities
- Track record of delivering value, driving conversations, and not waiting to be asked by the customer but bringing opportunities to your customers proactively - proactivity is key to success
- Proven ability to adapt to new technologies and learn quickly
- Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large
- Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs
- including CMOs and CXOs.
- Excellent, advanced written and verbal communication skills
- Strong conflict resolution and negotiation skills
- Sense of urgency in driving closure around blocking issues and open technical issues
- Strong personal organization skills, as well as prioritization and time management skills
- Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
- Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
- Travel to client locations as (approximately 15-20 percent)
- Familiarity, awareness, or strong working knowledge of development methodologies and technologies.
- Tagging and implementation familiarity or experience
- Analysis principles and interpretation experience
- Understanding of and experience with marketing software and domain principles
- Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired): Adobe Analytics, Adobe Audience
Manager, Adobe Experience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, Adobe Realtime Customer Data Platform, etc. - Familiarity with Agile development methodologies, such as, Scrum
- Familiarity with SaaS UX and navigation
- Understanding of performance tuning and optimization
- Understanding and experience in debugging coding languages is a plus
- API-level knowledge of third-party applications is preferred
- Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
|