SSM 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!
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.
We have a fantastic opportunity for a SSM Manager (Service Support) to join our Customer Engineering management team based in Romania.
As a member of the Customer Engineering management team, we collaborate with the Technical Support and Technical Account management teams to maximize customer value from the Ultimate Support program. We provide leadership to our team of Support Service Managers as they work with their assigned customers to provide transparency and oversight on their support experience and to address any urgent requests for help or escalations of technical support requests. This role is critical in ensuring a consistently high quality and personalized level of support service management for Adobe Digital Experience Ultimate Support customers. We work in partnership with our global Support Service Management colleagues to ensure that our support teams deliver a consistent, personalized, efficient and accurate support service to all global Ultimate customers. We are looking for a results focused leader to join our team with a passion for innovation and people development helping improve our ability to deliver positive outcomes and personalized experiences for our team members and our customers.
What you'll do
Share with team the mission, vision and core values of ADOBE Customer Engineering.
Provision of clear communications to your team in relation to all team objectives, service improvement initiatives, strategic direction and any structural changes that the organization 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 behaviors & capabilities 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 organizational or individual performance driving customer satisfaction, employee development, operational efficiency and service quality.
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
- solving skills and are
- thinking.
Results Focus
You help your team by setting SMART goals with realistic timelines and an eye on how they deliver in parallel to what they deliver. You have with strong mentoring and coaching skills enabling our team members to deliver their best. You 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
Highly articulate and presents plans and ideas in a compelling manner.
Communicates passion, energy and enthusiasm.
Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
Able to build and communicate customer service reviews and set expectations according to business decisions.
Operational Support Experience
You will have successfully led a software and/or Saa
S-based technical support team, are a creative problem solver who is passionate about customer success, case deflection strategies and premium service delivery.
You have experience and enjoy leading teams to key performance indicators
Experience with developing and implementing Self-Service strategies, ITIL or incident management would be beneficial.
Excellent organizational skills: ability to prioritize, manage,
- task and execute projects
- functionally
As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll 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 fantastic benefits we offer at.
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