Blue Acorn iCi

Customer Success Manager

• Drive customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers
• Perform client relationship management, value measurement execution, and stakeholder engagement within consulting engagements
• Support client Value Realization initiatives and delivery teams using customer success methodologies and value measurement techniques
• Conduct proactive customer outreach using the CSA digital engagement model and health-based criteria
• Understand customer business objectives, success criteria, and value realization opportunities
• Build relationships with operational stakeholders and monitor account sentiment, adoption, and health
• Respond to customer inquiries and coordinate resources as needed
• Translate client goals into Value Realization Programs with metrics and milestones
• Lead internal and customer-facing Value Runbook Diagnostics
• Monitor adoption trends, ROI indicators, success KPIs, and measurable value
• Develop use cases based on customer needs
• Identify attrition risks, opportunities, and value gaps
• Surface early-stage solution upsell opportunities and provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem
• Deploy digital programs such as thought leadership, events, and training
• Coordinate with AD and schedule customer SRB
• Contribute insights to Strategic Business Reviews by sharing adoption scores and next-best-action updates
• Communicate across business, technical, and executive audiences
• Engage sponsors and stakeholders to reinforce adoption strategies
• Provide structured meeting documentation and value updates
• Maintain account and solution health summaries and planning in systems
• Troubleshoot adoption and measurement challenges
• Monitor and escalate technical issues when needed
• Activate CERT for major escalations
• Intervene early to prevent attrition risk and develop save plans

Customer Success Advisor

Technical Account Manager

• Serve as a central technical point of contact across the customer, implementation partner, Adobe Customer Success, and Product Engineering
• Provide hands-on technical leadership for complex AJO implementations, migrations, integrations, and production deployments
• Understand and evaluate AJO/AEP architecture and data design, including schemas, datasets, identities, profiles, events, audiences, journeys, channels, and integrations
• Troubleshoot complex technical issues using logs, diagnostics, API requests and responses, payloads, configuration, and other technical artifacts
• Work directly with Product Engineering to investigate issues, understand findings, validate behavior, and translate Engineering guidance into actionable next steps
• Coordinate end-to-end integration, testing, debugging, and production validation across Adobe, customer, partner, and third-party systems
• Identify technical risks, edge cases, integration dependencies, and failure scenarios before they become production issues
• Lead customers and partners through complex environment changes, upgrades, feature rollouts, and stabilization
• Drive technical critical issues and escalations while ensuring clear ownership, communication, and follow-through across teams
• Maintain regular communication with technical and executive stakeholders and participate in customer check-ins and quarterly business reviews

AJO Technical Account Manager

Project Manager

• Serve as the operational point of contact between onshore leadership and offshore campaign/QA resources
• Translate priorities into work packages and report status, risks, and blockers
• Run standups, cross-time-zone handoffs, WIP tracking, and campaign-request intake
• Qualify, prioritize, assign, and track requests against SLAs
• Represent the Factory Migration Team in weekly Portfolio Reviews
• Build and configure B2B campaigns and journeys in Adobe Journey Optimizer
• Configure triggers, events, decisioning, audiences, templates, and personalization
• Apply consent, suppression, and frequency rules to launches
• Execute Eloqua-to-Adobe campaign rebuilds through pilots, parallel runs, phased waves, and cutover support
• Monitor campaign performance and run optimization cycles across content, timing, audience, and channel mix
• Partner with the CJA Specialist to use data and improve playbooks and templates
• Direct offshore Campaign Specialists and QA through assignments, workload balancing, quality expectations, and timelines
• Enforce standardized briefs, build checklists, QA gates, and launch approvals
• Own launch quality and prevent campaigns from going live without passing QA
• Track and report SLA, throughput, and quality metrics
• Maintain runbooks and SOPs and ramp new Factory resources
• Collaborate with AJO, CDP, CJA, and QA specialists
• Support UAT, deliverable acceptance, and production hypercare
• Validate TCPA, CAN-SPAM, and GDPR compliance in campaign logic

Customer Success Advisor

AJO Technical Account Manager

Project Manager, Activation – Operations Manager