Manager, Customer Engineering

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!

Position Summary

As a member of the Customer Engineering management team, we provide leadership to our technical support teams as they address technical support requests from users of our Adobe Experience Platform. This role is critical in ensuring consistently high levels of customer experience are delivered throughout the support lifecycle. We work in partnership with both our regional and global colleagues to ensure consistent, efficient, detailed and accurate support is being provided to all customers. We are looking for results focused leader to join our team with a passion for innovation and people development, helping improve our ability to deliver positive outcomes and experiences the team and our customers.

What You’ll Do

We are responsible for delivering against the following key objectives :

• Share with team and provide thought leadership in the strategy, vision and core values of ADOBE Customer Support.
• Provision of clear communications to your team in relation to all team objectives, service improvement initiatives, strategic direction and any structural changes that the organisation is undertaking.
• Take full ownership for all direct people management activities for all team members, such as agreeing objectives, measuring performance and providing valuable and constructive feedback, allocation of project work, participation of team members in key initiatives, fostering a culture of development and learning as well as enhancing and improving team morale.
• We role model the agreed key behaviours designed to ensure high quality Customer Experience encouraging a high level of interaction and faster and more efficient resolution of customer issues.
• Use and evaluate performance data to create action plans to improve organisational or individual performance driving customer satisfaction, employee development, operational efficiency and service quality.
• Provide insightful and feedback and guidance to support engineers driving improved customer centricity in the support experience.
• Collaborate across the wider Customer Success and Sales leadership team to ensure alignment in customer retention and advocacy initiatives.
• Advocate on behalf of our customers during any CSO investigation or as part of the CSO review process and act as a leader on the management team for EMEA clients.

What You’ll Need To Succeed

Business Insight

You will need a high quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe's business objectives and strategy. You possess strong problem-solving skills and are forward-thinking.

Results Focus

We help our teams by setting SMART goals with realistic timelines and an eye on how they deliver in parallel to what they deliver. We are seeking someone with trong mentoring and coaching skills enabling our team members to deliver their best. We work collectively to focus on long term sustainable strategic improvements in favour of short term results.

Influential

Proven track record working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.

Strong Communicator

Operational Support Experience