Multi Solution Architect

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.
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, inte