Customer Success Solution Architect

The Customer Success Solution Architects help brands fully capitalise on their CXM transformation so they can deliver personalised and substantial experiences across all channels for their customers through aligning their architecture to the Adobe solutions. The focus will be customers who are struggling with the use and/or value of the Digital Experience solutions, requiring creative problem solving to help them better realize and understand the value of their Adobe investment. Our Solution Architects will help customers operationalize teams to advise them on strategies and technology solutions to support customer-experience transformation and innovation, diving deep into architecture and identifying a prioritised path forward.

What You'll Do

• Strategize and translate customer business requirements into a North Star architecture that the customers can anchor themselves against, recommending Adobe solutions to improve digital experiences where appropriate.
• Participate in efforts to resolve internal/external customer challenges
• Maintain solid governance, communication and organisational change with customer and internally within the Ultimate Success Organization, and Sales teams/other customer-facing teams
• Provide feedback to and have regular interaction with many teams across the organization, including Product Management, Engineering, Product Marketing, Service Marketing

What You Need To Succeed

• 10+ years of relevant experience.
• Deep knowledge of Adobe DX solutions (primarily AEM or Campaign and AEP + apps / CDP, CJA or AJO) and third party applications, including cross-solution use cases (e.g Personalisation, Intelligence & Measurement, or Campaign Orchestration) with a focus on enterprise architecture advisory and implementation to value realization.
• Possess an innovative attitude to solve complex problems and make impactful technical decisions.
• Ability to communicate complex ideas effectively verbally and in writing with both customers and internal Adobe
• Ability to identify and capture themes and needs that exist across multiple customers to create new ways of meeting customer needs that should become part of standard processes.
• Knowledge of enterprise application integration (EAI) concepts and standards (APIs, microservices, middleware) and AI / ML concepts to facilitate discussion on communication between customer's enterprise applications.
• Strong interpersonal skills, emotional intelligence, and a consistent track record of building relationships and leading change with customers.
• Experience with ad technology (DMPs, DSPs, Ad servers, Ad Exchanges, Cross-Device Tracking platforms, etc.)
• Familiarity with system-of-record data environments (i.e. CRM systems, email platforms, data lakes)
• Familiarity with data warehousing and big data architectures and platforms (including data storage, movement, and security) to support developing an optimal physical and semantic data model