Sitecore Customer Engineer

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

Learn more at Sitecore.com http://Sitecore.com

About the Role:

We are looking for a techno-functional consultant who operates at the intersection of product depth and business outcome: someone who has been hands-on with enterprise platforms, understands what they are looking at in a customer's environment, and applies that fluency to drive adoption and value realization with SitecoreAI.

You will own the post-sale adoption relationship for the customers on our premier success package (Sitecore360) in your portfolio, partnering with the Account Executive who owns the commercial relationship and leading the customer from onboarding through adoption, value realization and renewal readiness. You will tailor each engagement, identify where deeper technical delivery is needed and connect the product to the business outcomes the customer signed up for. Success is measured by customer adoption and realized business value, not hours delivered.

You will be part of our Customer Value Realization (CVR) team and work alongside Account Executives, Solution Engineers, Technical Consultants, Product Support and Product Engineering/Management internally, and alongside the customer's implementation partner externally.

What you’ll do[DH1] [CFG2] [KM3]

- Own the post-sales product success relationship for Sitecore360 customers across onboarding, adoption and strategic advisory[DH4] [KM5] on use of Sitecore products.

- Run structured, instance-led discovery: review the customer’s actual implementation, identify where setup decisions are blocking adoption and bring a point of view on what to change.

- Deliver mid-level technical and advisory work directly. Scope deeper delivery for our technical Consultants so they can execute without a follow-up call[DH6] [KM7] and incorporate the output into the success plan.

- Build, agree and maintain a 90-day success plan per customer with testable success criteria tied to business outcomes, tracked in our Customer Success platform.

- Coordinate delivery activities across internal resources and technical Consultants, ensuring scoped work is sequenced against the plan.

- Enable authors and operators to adopt SitecoreAI agentic workflows in their real business context.

- Align partner- and IT-led implementations to a success plan. Validate that delivery milestones map to business outcomes. Escalate misalignment early and challenge customers constructively when stated goals and actual behaviour diverge.

What You Need to Succeed:[JH8] [CFG9] [KM10]

- Comfortable navigating modern CMS/DXP/martech architectures, including headless patterns and API-driven content delivery. You will not write code, but you know what you are looking at in a customer's environment (content models, delivery approaches, integrations, configuration[CFG11] etc).

- Business analysis fundamentals: root-cause diagnosis, current-state vs desired-state mapping, converting instance observations into a practical plan (success criteria, sequencing, and ownership).

- Working understanding of content strategy and operations: editorial workflows, governance, decision rights, publishing velocity, and operating models

- Ability to hold a clear position with senior technical and business stakeholders without retreating into status reporting.

- Experience coordinating across multiple delivery workstreams or resources.

- Ability to travel, approximately 15% depending on customer. CEs might attend QBRs or workshops onsite.

Additional Skills That Could Set You Apart:

- Direct experience with Sitecore products (SitecoreAI / XM Cloud, XM/XP, Content Hub, Personalize, Search) or comparable martech.

- Familiarity with AI-assisted content workflows and how to position them against real operating-model constraints.

- Excellent facilitation and presentation skills across discovery workshops, enablement sessions, and executive reviews.

How we hire

At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.