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!

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 craft 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 building 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

Adobe Marketo Engage is looking for a Customer Care professional who is responsible for resolving issues and answering questions related to Adobe Marketo Engage products and functionality to ensure successful use and access of Adobe Marketo Engage. This person needs to think customer centrically and focus on customer adoption and happiness while navigating multiple channels at one time: phone, email and chat.

This role sits in our Denver office and reports to our Manager of Customer Support.

What you’ll Do

• Advocate for product features based on customer solution requirements
• Conduct account reviews to advise the customer on how to make better use of the product
• Provide support to coordinate solutions, handle accounts, obtain advice and administer plans
• Ensure customer questions and issues are answered correctly and efficiently by documenting and identifying trends in customer service needs
• Resolve customer issues surrounding consulting, information, and software services, solutions, and products
• Assist in post-sales support and production to ensure that the customer’s needs are met; provide or organize tech support as requested by customers
• Collaborate with team members to document best practices and identify ongoing learning and opportunities
• Partner with teams across the organization to create a seamless customer experience
• Meet obligations of Service Level Targets between Adobe Marketo Engage and its customers
• Address customer concerns and questions, large and small, in an effective and timely manner

What you need to succeed

• A BA/BS degree in a related field or equivalent experience
• 0-1 year of experience handling internal and external partners in a support or project management capacity
• Prior experience working in a SaaS/cloud industry
• Excellent interpersonal skills -ability to prioritize, lead, multi-task and execute projects cross-functionally
• Superior proven ability to communicate/present effectively to different levels of the organization
• Understand processes in order to work efficiently and provide customers with the right answer
• Embody the skills of being a strategic problem solver and a good listener and apply them to learning quickly
• Apply critical thinking to existing team’s operational processes to propose potential solutions for the identified areas of improvement and potential efficiency gain opportunities
• Provide feedback and insights to the team on ways to better serve our customers

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also 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 and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

Pursuant to the Colorado Fair Pay Act, below is a summary of compensation elements for this role at the company if based in Colorado.

Colorado Starting Salary: $36,200 – $47,000

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.