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!
The Challenge :
As Adobe continues to drive its Experience Manager (AEM) product line into the Cloud with a new SaaS-like offering we are looking for customer facing, application layer experts to support customers on their journey.
The Cloud SME will be responsible for both ensuring a successful transition into the new Cloud based offering, and continued optimisation and value realisation once fully running.
The Cloud SME team is made up of technically savvy individuals who have extensive experience supporting web-based applications at the application layer to drive superior customer experience.
The result we desire is delivering exceptional service as AEM application trusted advisors working directly with our clients, understanding business and technical requirements, then translating that into solutions that ensure customer success.
This position includes all the following aspects :
Support the continuous improvement of AEM deployments through technical process, optimisation of software configurations, training and best practice guidance
You will have strong focus on client success and customer governance
There will be frequent interaction with clients ranging from technical development and operational teams through to senior leaders
What you need to succeed :
BS or MS in Computer Science or equivalent with 5+ years of working experience in technology sector, IT Operations a plus
Working knowledge of AEM or equivalent Java based applications
Ability to comfortably investigate and troubleshoot complicated AEM issues
Experience with load, functional & uat testing protocols and tooling
Knowledge of CICD and pipeline technologies
Handling customer calls about AEM performance
Technical report writing and root cause analysis documentation
Identify patterns of problems and work with Product Engineering groups to drive roadmap
Lead projects that fall outside of our standard operations envelope, such as the investigation of new product feature implementation
Stay up-to-date on AEM, cloud, CICD and container technologies
Duties include :
Natural tendency to take initiative, and lead. Providing encouragement, mentoring, and technical guidance
Help to create a culture of delivering high quality customer service and satisfaction
Manage multiple competing priorities in a fast-paced environment
Active accountability with escalations management
Be an active participant in planning and executing on quarterly milestones
Proactive, flexible, and have impeccable follow through
Be eager to take on any tasks that need to be accomplished
Reporting Structure : Reports directly to Director of Cloud Native Managed services, works closely with peers, and product line managers, and Adobe Global Services groups
Special consideration given for :
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
Consulting and / or technical training experience