Manager, Customer Engineering at Adobe

Noida, Uttar Pradesh, India

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Not SpecifiedCompensation

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 organizational skills: ability to prioritize, manage, multi-task, and execute projects multi-functionally
Ability to set SMART goals with realistic timelines, considering parallel deliverables
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 influencing others

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 organizational 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 behaviors and capabilities to ensure high-quality Customer Experience, encouraging interaction and faster resolution of issues
Use performance data to create action plans improving organizational or individual performance, customer satisfaction, employee development, operational efficiency, and service quality
Collaborate with 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 consistent, efficient, detailed, and accurate support in partnership with regional and global colleagues

Skills

People Management

Technical Support

Customer Support

Adobe Analytics

Adobe Target

Experience Cloud

Team Leadership

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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