Digital Customer Engineer

📋 Description

• Run the weekly exception sweep across your segment of the Sitecore360 digital book, identify
• Maintain the customer capability plan and playbook status, updating based on actions taken and next
• Work the book in depth on a monthly rotation so every account receives a substantive review each
• Triage incoming requests against each customer's capability plan, not as standalone tickets
• Handle Advisory intake for the digital segment (advisory guidance, implementation guidance, release
• Prepare the quarterly account pack per customer: adoption health, hours used, milestones reached

🎯 Requirements

• 3 to 6 years in Customer Success, Professional Services, delivery or consulting roles within a SaaS
• Comfortable navigating modern CMS/DXP architectures including headless and API-driven content
• Pattern recognition across a portfolio: ability to look at health, usage and milestone data for a
• Business analysis fundamentals: current-state vs desired-state, converting observations into a plan
• Clean, structured, customer-ready written English
• Experience with PSA, CS or project tooling such as Certinia, Jira, Confluence, Salesforce or