Mgr, Technical Support
Adobe
San Jose
hace 6 días

The Opportunity

We are looking for an innovative, team focused, and data obsessed Customer Support Manager. In this role, leading one of our premium technical support teams from our Denver office, you will provide guidance for technical issues, exciting programs and account management.

The ideal candidate for this position has successfully led a software and / or SaaS-based customer support team, is an innovative problem solver who is passionate about customer success, case deflection strategies, premium service delivery, and able to articulate the value of Engagement Marketing.

Key responsibilities

  • Direct management responsibilities for all designated resources, team objectives, morale and culture
  • Empower the team to deliver extraordinary customer experiences
  • Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
  • Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including : customer satisfaction, operating efficiency, and product quality
  • Working cross-functionally to drive visibility and collaborate on process improvements, customer engagements, customer concerns and local business objectives
  • Engaging in supporting key accounts with critical issues via our robust escalation process
  • Retain ownership over at least one global program for the Support leadership team
  • Skills, experience & education

  • Requires a 4-year degree and minimum of 5 years of experience in a fast-paced, enterprise level critical software support environment;
  • or equivalent proven experience.

  • Core skills / proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Intuition For Business, and Technical Proficiency
  • Act as a role model to others : sets an example of integrity, ethical behavior and professionalism. Maintain a positive, inclusive and lively work environment
  • Excellent organizational skills -ability to prioritize, lead, multi-task and execute projects cross-functionally
  • Superior communications skills (presentation, written, and verbal) and confidence interacting optimally with all levels of professional staff.
  • Must excel at explaining complex concepts simply

  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
  • Confirmed experience in one or more of the following additional areas a plus : Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email deliverability
  • Familiarity with SaaS solutions preferred
  • 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 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.

    Learn more about a day in the life at Adobe : http : / / www.adobe.com / aboutadobe / careeropp / fma / dayinthelife /

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