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!
Magento Commerce Cloud is a managed hosting platform for the Magento eCommerce software. Magento Commerce Cloud was added to the Adobe Experience Cloud to enable all Adobe customers to make every moment personal and every experience shoppable. The Customer Technical Advisor’s (CTA) role is to provide ongoing client technical consultation on Cloud and Magento application tools, optimizations, and solutions. The CTA role includes advising merchants, external developers, and internal teams to ensure successful site launches and ongoing site stability for Magento Cloud customers. Along with technical consultation, the CTA’s role includes educating clients on how existing and new product features and functionality work and address product-related questions and technical challenges.
The CTA Manager would manage a team of CTAs, and be responsible for people management, delivery, escalation management, process improvement, and team capacity planning. This position requires an experienced candidate, with a strong management background in technical consulting/support/account management roles and customer-facing, and relationship management skills. The CTA manager will directly manage a team of CTAs, including recruiting, on-boarding and ongoing team development and growth responsibilities. Furthermore, the CTA manager will provide oversight on, and be accountable for, all of the customers assigned to his/her team. You are a great communicator, have strong executive presence, perform well under pressure, and are passionate about customer success. De-escalation skills are a must in this role. Must have aptitude for learning new and complex technologies and keep abreast of technology evolution and motivate your team to pursue new solutions, proactively research, and stay ahead of the curve, continuously drive self-development of new skills, and improvement of existing skills.
What you'll do
Focus on development of the team members, helping with their career path
Direct management responsibilities for all designated resources, team objectives, morale and culture.
Motivate the team to deliver exceptional customer experiences and value propositions.
Setting quarterly individual goals and providing ongoing performance feedback as well as
formal performance appraisals.
Provide management and professional mentorship to team members through regular one-on-one meetings, regular team meetings, and monthly account reviews.
Attract, hire, and retain top talent for the Customer Technical Advisor role.
Lead the team to ensure adequate account coverage through team schedules and back-ups. Responsible for mentoring and developing staff to meet or exceed job expectations.
Evaluate measurement criteria to evaluate trends in organizational performance, including, customer satisfaction and operating efficiency
Advocate for your team to drive regional visibility and collaborate across boundaries on
process improvements, customer concerns, and local business objectives
Engaging in support of key accounts and critical issue management
Partner with the Customer Success and to align advisory efforts to local
sales and retention objectives.
Present account metrics and team metrics to senior leadership.
What you will need to succeed
Magento Skills/ Background
Familiar with Magento 2 Application and Cloud functionality and ecosystem.
3+ years of relevant Magento experience or 6 years of experience in eCommerce.
Education: BS/MS EE or CS degree or 8-10 years related experience depending on the degree level.
Familiarity with PaaS solutions.
In-depth knowledge of Cloud concepts and experience with different Cloud services.
Knowledge of web servers: Apache/NGINX.
Solid foundation in DBMS (e.g., MySQL, Oracle, MS SQL).
Experience with high load systems with a specialization in system monitoring and optimization.
Experience in working with CDN’s.
Act as a role model to others sets an example of integrity, ethical behavior and
Ability to explain and present concepts to technical and non-technical audiences alike, including high-level decision-makers.
Ability to demonstrate effective communication, presentation, and conflict resolution skills. All while maintaining a positive attitude towards customer success at all times.
Excellent organizational skills: ability to prioritize, run, multi-task and execute projects
Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff.
Excellent problem-solving skills and ability to navigate complicated situations in a
Experience in interviewing, coaching and leading technical teams
Ability to lead and manage remote staff
Microsoft Excel, PowerPoint, and JIRA skills. More specifically, it will be important to have in-depth knowledge of JQL and the following Excel features (but not limited to): VLOOKUP, basic formulas like sum, SUMIF, Pivot Tables, Graphs, and Macros.
Excellent Microsoft Presentation skills and the ability to build new infographics to present business/performance reviews.
Building Customer/Partner Relations
Impact & Influence
Strategic & Business Insight