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!
Creativity for All
Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us on the Great Place to Work list for the 10th consecutive year!
We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help continue to build your career.
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you.
The Opportunity
An exciting opportunity to join our Adobe Professional Services team as a Multi-Solution Architect responsible for evangelizing Adobe Digital Marketing Solutions. Partnering with enterprise and corporate customers, engaging as a key point of contract for technical queries related to operation and usage of Adobe solutions and their on-going maintenance & operation. This includes influencing the deployment and adoption of Adobe Solutions, engaging with customers to establish visibility and an understanding of the business context, understanding issues and priorities as well as the technical environment.
The over-arching goal is to ensure that you understand your customer’s specific technical requirements and are in a position to anticipate and avoid issues, identify and mitigate against risk and contribute to a successful implementation and partnership with Adobe Consulting, Adobe Managed Services, in-house teams and partners.
More About You
Providing your customers with proactive information relating to products or technologies within your area of responsibility as well as regular status reports on open issues are a part of this value added service. When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to produce documented deliverables to the customer and present these remotely or on-site including collecting key customer environment details to feed into regular Customer Account reviews. The objective of this group is to create memorable customer experiences for our most strategic customers resulting in customers being wildly successful using our products.
What you’ll do
- Key point of escalation for customer concerns relating to technical issues
- Customer advocate representing customer needs with internal support and product teams
- Conduct environment assessments to provide optimization recommendations
- Prepare, arrange and deliver technical custom presentations on-site and remotely
- Ensure customer receive timely response/resolution to technical and product inquires
- Provide proactive mentorship to designated contacts to meet the client objectives
- Drive customer experience improvements through timely services review
- Provide additional troubleshooting and help qualify cases before advancing to engineering
- Agree and identify high priority technical issues and ensure priority is represented in Adobe
- Produce and present pro-active premium support deliverables to the customer to help mitigate risks and keep the customer informed on bests operational practice.
What you need to succeed:
- Ability to work cross-functionally with local AGS and sales leadership to help position premium support offerings and the TAM services
- Drive and own customer critical issues to internal teams
- Solid understanding of cloud based deployment models including SaaS and PaaS.
- Good Technical knowledge of J2EE application servers, databases, and LDAP server technology
- Knowledge at API level of 3rd party applications, JSON, JavaScript, HTML, CSS & XML
- Solution architecture experience considering disaster recovery, performance and resilience
- Experience with Adobe CQ, Adobe Campaign, Adobe Analytics, Adobe Target desired but not a hard requirement
- Familiarity with process for debugging customer/custom code
- Bachelor’s Degree or equivalent experience.
- At least five years of full time experience in consulting/customer management or client facing senior support role
- Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
- Advanced written and verbal communication skills in English
- Periodic travel a requirement (approx. 10-15%)
Adobe for All
Adobe strives 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.
Take the plunge and jump in
Liking what you have read and keen to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together!
Adobe Australia acknowledges Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
