Senior Multi-Solution Architect

3 weeks ago

Singapore ADOBE SYSTEMS PTE. LTD. Full time
Roles & Responsibilities

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%)

Tell employers what skills you have

XML
Customer Experience
Architect
HTML
JavaScript
Solution Architecture
Operating Systems
SaaS
Consulting
API
Professional Services
Databases
Adobe CQ
J2EE

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