The Challenge :
Adobe is driving its business into the Clouds and is looking for a Managed Services Customer Success Engineer Manager in Maidenhead UK to help us get there.
As a CSE Manager in the EMEA region, you would successfully blend the responsibilities of both leading people and managing relationships within Adobe departments locally and abroad while keeping your own technical skills sharp to support your team of CSE’s.
Customer Success Engineers themselves are responsible for the partnership between Adobe and our strategic clients, driving value realization and return on the client’s investment in Adobe to host and operate their web presence using Adobe Experience Manager (AEM) .
Customer Success Engineers are experts operating cloud based digital marketing infrastructure working directly with our clients to understand business and technical requirements, and to develop solutions to ensure customer success.
As the CSE Manager you would be responsible for overseeing a team of Customer Success Engineers. The CSEM serves as the leader of the team and the point of escalation for the team.
They are adept at handling the intricacies of expanding the Managed Services product into the EMEA market, and serve directly to the Regional Manager.
CSEMs also work closely with Account Management teams to assist during during the sales and renewal cycle.
As a CSE Manager you will be instrumental in delighting customers, standardizing practices, and maintaining accountability on customer health and cost controls, working closely with various business leaders in Adobe Managed Services.
You will continue to scale the local Managed Services team through training, recruitment and special projects, and expand Adobe'
s footprint and scalability in the cloud marketplace.
What you need to succeed
BS or MS in Computer Science or equivalent with 10+ years of working experience in technology sector, IT operations a plus (Experience with being leader, 2-3 years experience manager)
Demonstrated experience in leading a team of 5 or more individual contributors
Experience with Managed Services or technical operations
Excellent communications skills, both written and verbal in Japanese and English with both customers and executives
Demonstrate excellent Emotional Intelligence (EQ) and enthusiasm for customer success
Demonstrate ability to collaborate effectively and work with teams and leadership
Experience working with difficult customers and in high pressure incident resolution scenarios.
Experience with Amazon Web Services with a good understanding of its various offerings (e.g. EC2, S3, VPC / VPN, and Route53)
Experience with other cloud providers’ a plus
Experience with RedHat Linux and Windows operating systems
Experience working for a global technology company
Prior account management and / or project management experience with Fortune 500 clients
Knowledge of and experience with digital marketing technologies
Prior experience with customer success in a SaaS, or Managed Services company
Experience using digital marketing products hosted in cloud infrastructure
Consulting and / or technical training experience
Duties include :
Lead and manage a team of talented engineers and provide encouragement, mentoring, and technical guidance
Help to create a culture of delivering high quality customer service and satisfaction
Manage multiple competing priorities in a fast-paced environment
Interface between CDE and customer facing engineers to resolution and assist in root cause troubleshooting
Manage and attend onsite customer meetings
Active accountability with escalations management
Be an active participant in planning and executing quarterly milestones
Managed on-call rotation schedules and responsibilities for reporting CSE’s
Proactive, flexible, and have impeccable follow through
Be eager take on any tasks that need to be accomplished
Reporting Structure : Reports directly to Sr Director of Managed services, works closely with peers, and product line managers, and Adobe Global Services groups
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on
Best Companies lists
You will also be surrounded by colleagues who are committed to helping each other grow through our unique
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 meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age , sexual orientation, gender identity, disability or veteran status.