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 Client 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 clients 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 clients 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 client, 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
Education:
Bachelor's Degree in related field of the technical industry or equivalent experience
Numbers & Facts
Location
Atlanta, GA (Remote)
Salary
$50–$54.36 Per Hour
Skills
Adobe Product Familyunmatched
Agile Programming Methodologiesunmatched
Analysis Skillsunmatched
Application Programming Interface (API)unmatched
Architectural Servicesunmatched
CMOSunmatched
Campaignsunmatched
Communication Skillsunmatched
Conflict Resolutionunmatched
Consultingunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Debugging Skillsunmatched
Establish Prioritiesunmatched
Identify Issuesunmatched
Leadershipunmatched
Marketingunmatched
Marketing Softwareunmatched
Mentoringunmatched
Metricsunmatched
Negotiation Skillsunmatched
Operating Systemsunmatched
Operations Planningunmatched
Organizational Skillsunmatched
Performance Tuning/Optimizationunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Product Managementunmatched
Product Supportunmatched
Salesunmatched
Sales Managementunmatched
Scrum Project Management and Software Developmentunmatched
Set Goalsunmatched
Software as a Service (SaaS)unmatched
Team Lead/Managerunmatched
Team Playerunmatched
Technical Leadershipunmatched
Technical Writingunmatched
Time Managementunmatched
User Interface/Experience (UI/UX)unmatched
Willing to Travelunmatched
Writing Skillsunmatched
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