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!
As a Customer Success Strategic Operations Manager, you will play an integral role in building and maintaining strong, trust-based relationships with business partners across the organization to align people, processes, and systems throughout the Digital Marketing Customer Success ecosystem.
The ideal candidate should be highly analytical and be able to engage with cross functional teams to drive forward insights and initiatives that will support our operational goals.
What you’ll do
Facilitate regular Run-The- Business meetings, providing data insights on strategic business objectives as well as driving the ongoing adoption, action-ability, and standardization of procedures in the Americas.
Partner with cross-functional teams to facilitate the ongoing optimization and balancing of CSM coverage, account assignments, and CSM mappings in Anaplan and SFDC.
Provide insights and recommendations to improve efficiencies through the development and adoption of standard methodologies and standardized procedures.
Facilitate QBR preparedness and meeting support to Customer Success Regional Leadership Quarterly. Maintain and provide accurate forecasts for regional asks / needs.
Provide status updates and communications on key operational projects and coordinate enablement to DX Customer Success teams and partners in assigned region.
Assist in facilitating the roll-out of systems, processes, programs, priorities, tools, and reporting to DX Customer Success teams and partners.
Lead regular alignment calls with DX Customer Success leadership and partners on current priorities, roadmap, and backlog.
Maintain accurate team hierarchies, distribution lists for teams in assigned region(s).
Partner with Customer Success leaders on ad-hoc requests, projects, and critical issues as needed.
What you need to succeed
Minimum 5 years related work experience in the Customer Success, Sales Support / Operations or similar functions, ideally in the software industry.
Intermediate of better proficiency in Excel, PowerPoint, and additional Microsoft Products
Strong analytical aptitude and project management skills.
Strong planning, interpersonal and multitasking skills.
Hands on mentality, proactive and phenomenal attention to detail.
Highly adaptive and inventive during urgent business challenges and priorities.
Ability to work independently, learn quickly, be proactive, responsive, and able to work in a virtual team environment.
Power BI experience desired.