Job Description
Lead a team of Support Specialists to deliver exceptional customer experiences and drive business growth through strategic leadership and innovation.
Our company, Adobe, is a global leader in digital experiences. We empower individuals and businesses to create, deliver, and interact with customers across every screen. Our mission is to create exceptional employee experiences where everyone is respected and has access to equal opportunity.
Within the Customer Engineering management team, we collaborate with Technical Support and Technical Account management teams to maximize customer value from the Ultimate Support program. As a leader, you will provide oversight on customer support experiences, address critical issues, and ensure a consistently high-quality support service.
Key Responsibilities:
- Share the company's mission, vision, and core values with the team
- Communicate clear objectives, service improvement initiatives, and strategic direction to the team
- Take ownership of direct people management activities, including performance measurement and feedback
- Role model key behaviors and capabilities to ensure high-quality customer experiences
- Use performance data to create action plans and drive customer satisfaction, employee development, and operational efficiency
- Collaborate with the wider Customer Success and Sales leadership team to ensure alignment in customer retention and advocacy initiatives
- Advocate on behalf of customers during CSO investigations and reviews
Requirements:
- High-quality business and strategic sense, with a focus on balancing customer needs and business objectives
- Strong problem-solving skills and forward-thinking approach
- Results-focused leadership with a focus on long-term sustainable strategic improvements
- Influential leadership with experience collaborating with global teams and communicating with Director-level partners
- Operational support experience, including leading software and SaaS-based technical support teams
- Excellent organizational skills, with the ability to prioritize, lead, and multi-task