Technical Support Manager - SaaS
6 zile în urmă

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 EMEA Customer Support management team, we provide leadership to our technical support teams as they address technical support requests from our Experience Cloud customer base.

This role is critical in ensuring consistently high levels of service for customers who request technical assistance with our Analytics and Target solutions.

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 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 experiences for our team members and our customers.

What You’ll Do

As a member of the EMEA support leadership team we are responsible for delivering against the following key objectives :

  • Share with team the mission, 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 & 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 organisational 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 problem-solving skills and are forward-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.


    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 SaaS-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 organisational skills : ability to prioritize, manage, multi-task and execute projects multi-functionally
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