COMPLETE Technical Solution Manager - Remote Kinki

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!

The opportunity:
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product. We have a fantastic opportunity for a Technical Solution Manager based in Japan. Currently, we are looking for the best candidate to deliver best-class support for Adobe Commerce and Adobe Experience Manager, which is the global leading platform of EC and CMS respectively.

What you’ll do:

The Technical Solution Manager builds, develops, and maintains one-on-one relationships with our strategic customers. They produce and deliver a prescribed set of technical services specifically crafted to help customers maintain operational health, while adopting new solutions and functionality to maximize their investment.

We are looking for a technical candidate, with a strong development/consulting/support background and validated customer-facing skills. The TSM will deliver pro-active services, advice and mentorship, and be the customer’s technical advocate within Adobe. This role will coordinate with the Customer Success Management, support, consulting, Tech-Ops and engineering teams in Adobe, to ensure technical queries are addressed, in a timely manner, to meet project time-lines and requirements. The TSM also needs a deep understanding of the products, and technologies involved, to help assigned accounts avoid issues, mitigate risks and lead through changes.

• Delivery of pro-active and preventative services to ensure customer success in planned marketing activities.
• Pro-active notifications of upcoming releases and possible impact related to the customer’s individual deployment and use cases.
• Leading and guiding customer through complex environment changes, with good practice advice.
• Onsite and roll-out support for important events.
• Regular knowledge transfer sessions to strengthen adoption across the customer teams.
• Coordinating/driving customer technical requests with support/engineering/consulting.
• Customer status calls and reporting to provide periodic updates and show progress.
• Regular service reviews to illustrate the value provided through the service.
• Advocate for Customer across internal Adobe teams. Optimize client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
• Work hands on with Adobe's internal CSM, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer’s technical success.
• Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.
• Mentor immediate team members as needed.

What you’ll need to succeed:

• Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.
• Minimum 5 years experience in consultative, customer support, customer success, development and/or related role in marketing technology.
• Proven presentation skills, and experience organizing and running high-profile customer calls and meetings.
• Professional demeanor, ability to collaborate with, and lead diverse teams and initiatives throughout Adobe, and communicating with client leaders, directors, and executives.
• Strong conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization ability to prioritize work against client goals.
• Ability to lead, fast paced, high-priority tasks, use cases, and work streams across multiple Adobe products.
• Excellent problem-solving skills, with a proven ability to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.
• Quick learning skills & adopt to the situation.
• Experience of a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, administration and client/server operations is desired
• Must-have: Customer-facing experience in enterprise projects, multi-tasking style, validated understanding of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework, Fluency both in Japanese and English.
• Nice-to-have: Apache Sling, JCR, CRM, , Adobe Experience Manager or any other CMS platform implementation & architecture, Adobe Commerce or any other EC platform implementation & architecture.

As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

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.

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 accommodations@adobe.com 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.