Premier Support- Resource Manager
San Jose
hace 4 días

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!

Premier Support- Resource Manager

Adobe Digital Experience

Job Description

As large enterprises invest in Adobe, we are in need of strategic and high-powered technical talent to help our Premier Support team navigate their operational needs across the Adobe Experience Cloud solutions.

Seeking an experienced professional with a detailed understanding of resource management, external partner / contingent workforce management, and standard methodologies within a professional support organization.

As a recognized authority and leading contributor, this role performs sophisticated duties requiring independent judgment.

You will have a proven understanding of the processes for staffing, including industry solutions, contract and contributing to scope of work.

Additionally, you will coordinate with leadership to fulfill staffing requests. You will effectively partner with and influence services delivery managers and client managers to maximize revenue opportunities and achieve the highest labor utilization.

You will use knowledge of Adobe procedures and methodology, tried business practices, and creativity to seek a wide range of problems.

You have customer-facing skills that enable you to represent Adobe best within a customer’s environment, driving discussions with multiple teams from developers and analysts to management and senior leadership.

Tasks, projects, cases, standard methodologies, and prioritization will lead all discussions. You have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the software investment, efficiencies, advantages, and innovations.

In addition to the above set of functions, key elements of the role include being familiar with complex and custom deal terms and the ability to produce a forecast that will influence future hiring

  • The overarching goal is to ensure that you understand your customers’ technical and business strategies, requirements and priorities and are in a position to anticipate and avoid issues;
  • identify and mitigate risk; experience full realization of the Adobe product suite.


    The Resource Manager provides leadership oversight, executive engagement, and governance. Facilitate and report on overall engagement status and outcomes.

    Have input into the global engagement model. Be a focused advocate to optimize the team's development and proficient in issue execution and resolution.

    Work hands-on with Adobe's internal Sales team, Customer Success Management, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice to address issues, questions, and requests.

    Examples of these tasks are :

  • Maintain an overview of upcoming assignments tied to the Enterprise Customer Journey
  • Understand the requirements of the specific engagement from a solution, BU, regional coverage perspective, as well as custom contract terms.
  • Provide a quarterly forecast report by each Adobe Experience Cloud solution that will influence future hiring.
  • Catalog and track available capacity and skills, TAMs and NSEs, across the Premier group.
  • Assign TAM and NSE resources to new engagements based on contract requirements and resource availability
  • Analyze and inform the leadership of resource constraints in order to anticipate and course-correct future hiring requirements.
  • Input into skills matrix to develop and evolve technical and non-technical skills across the practice.
  • Collect resourcing adjustment requests from leadership for existing engagements and remodel allocated resources where appropriate
  • Requirements

    Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered. At least seven to ten years of full-time experience in consultative, customer support and / or related role in marketing technology.

    Exceptional CX focus and the Ability to adapt to new technologies. Strong presentation skills, including confident presence over the phone and via conference, leading meetings and reviews in front of audiences both small and large.

    Professional demeanor, ability to collaborate multiple teams throughout Adobe.

    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 Check-In approach.

    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 gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

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