Assistant Manager, Customer Engineering at Adobe

Noida, Uttar Pradesh, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Successfully led a software and/or SaaS-based technical support team
Creative problem solver passionate about customer success, case deflection strategies, and premium service delivery
Experience leading teams to key performance indicators
Experience with developing and implementing Self-Service strategies, ITIL, or incident management (beneficial)
Excellent organisational skills: ability to prioritize, manage, multi-task, and execute projects multi-functionally
Ability to set SMART goals with realistic timelines, balancing delivery and parallel objectives
Strong mentoring and coaching skills to enable team members to deliver their best
Focus on long-term sustainable strategic improvements over short-term results
Proven track record working with, influencing, and leading virtual teams across a large global company
Experienced and effective in communication

Responsibilities

Share Adobe Customer Support's mission, vision, and core values with the team
Provide clear communications on team objectives, service improvement initiatives, strategic direction, and organisational changes
Take full ownership of direct people management activities: agreeing objectives, measuring performance, providing feedback, allocating project work, participating in key initiatives, fostering development and learning, and improving team morale
Role model key behaviours and capabilities to ensure high-quality Customer Experience, encouraging interaction and faster resolution of issues
Use and evaluate performance data to create action plans improving organisational or individual performance, customer satisfaction, employee development, operational efficiency, and service quality
Collaborate with wider Customer Success and Sales leadership for alignment in customer retention and advocacy initiatives
Advocate for customers during CSO investigations or reviews and act as a leader for EMEA clients on the management team
Provide leadership to technical support teams addressing requests for Analytics and Target solutions
Ensure consistently high levels of service in partnership with regional and global colleagues

Skills

Key technologies and capabilities for this role

Adobe AnalyticsAdobe TargetCustomer SupportTechnical SupportTeam LeadershipPeople ManagementCustomer Engineering

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation can I expect for this role?

This information is not specified in the job description.

What key skills and responsibilities are required for the Assistant Manager role?

The role requires people management skills including agreeing objectives, measuring performance, providing feedback, fostering development, and improving team morale, along with using performance data to drive customer satisfaction and operational efficiency, and collaborating across teams.

What is the company culture like at Adobe for this team?

Adobe emphasizes sharing its mission, vision, and core values with the team, role modeling key behaviors for high-quality customer experience, fostering development and learning, and creating exceptional employee experiences where everyone is respected with equal opportunity.

What makes a strong candidate for this Assistant Manager position?

A results-focused leader with passion for innovation, people development, technical support leadership experience, and ability to drive positive outcomes for team members and customers stands out.

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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