Job Description

Our Company

Changing the world through digital experiences is what Adobe\xe2\x80\x99s all about. We give everyone\xe2\x80\x94from emerging artists to global brands\xe2\x80\x94everything they need to design and deliver exceptional digital experiences! We\xe2\x80\x99re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We\xe2\x80\x99re 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!

AEM Customer Support Manager, Maidenhead/London
The Opportunity
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
Adobe Experience Manager customer base. This role is critical in ensuring consistently high levels of service for customers who request technical assistance with our Adobe AEM
solution. 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\xe2\x80\x99ll Do
\xef\x82\xb7As a member of the EMEA support leadership team we are
responsible for delivering against the following key objectives:
\xef\x82\xb7Share with team the mission, vision and core values of Adobe
Customer Support.
\xef\x82\xb7Provision 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.
\xef\x82\xb7Take 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.
\xef\x82\xb7We 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.
\xef\x82\xb7Use and evaluate performance data to create action plans to
improve Organisational or individual performance driving
customer satisfaction, employee development, operational
efficiency and service quality.
\xef\x82\xb7Collaborate across the wider Customer Success and Sales
leadership team to ensure alignment in customer retention and
advocacy initiatives.
\xef\x82\xb7Advocate 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\xe2\x80\x99ll 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.
You appreciate the level of engagement required for premium support services delivery
and can project the value of Premier Support and ensure consistent service quality.
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.
Influential
Consistent 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
\xef\x82\xb7Highly articulate and presents plans and ideas in a compelling
manner
\xef\x82\xb7Communicates passion, energy and enthusiasm.
\xef\x82\xb7Able to handle C-level urgent customer communications,
creating resolution plans and ensuring accurate execution of
them.
\xef\x82\xb7Able to build and communicate customer service reviews and set
expectations according to business decisions.
Operational Support Experience
The ideal candidate 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, alongside
experience with developing and implementing Self-Service strategies, ITIL or incident
management would be beneficial.

Excellent organisational skills: ability to prioritize, lead, multi-task and complete projects
multi-functionally

Adobe is proud to be an and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other\xe2\x80\x99s employees.

Adobe