Director, Premier Support
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!

The Opportunity

This executive will lead the North American Premier Support team and play a vital role in ensuring delivery of an efficient customer experience in North America.

Working with the Customer success leadership team, this leader will focus on overall technical health across our Premier Customer base, define the vital organizational structure and optimization of processes with an emphasis on proactive service delivery and scaling our support business.

The successful candidate will be operationally strong, metrics oriented, have a strategic approach and a laser focus on the customer experience and customer success.

You should have a proven track record of working with and influencing the entire eco-system across the customer lifecycle including sales, and professional services.

Bring a passion for formulating and implementing strategies to deliver high quality service that enable customer success and faster time to value of Adobe solutions.

They will be the customer advocate inside the organization with an eye for current and upstream / downstream effects of changes.

This person will have experience in driving efficiencies and understand the tools which enable that efficiency. Be a data-driven, customer focused decision maker who understands the customer’s journey and lifecycle.

What you'll Do

  • Lead, develop, and grow the Premier Support team of Technical Account Managers (TAM’s) and service delivery professionals across Adobe’s Enterprise products and solutions
  • Improve customer service quality results by studying, evaluating, and re-designing processes; implementing changes; establishing and communicating service metrics;
  • supervising and analyzing results

  • Develop strategies and operational plans to enact programs across the region
  • Build and supervise business and process metrics to measure and manage program efficiency
  • Develop a positive relationship with Americas Customer Success leadership, specifically the delivery and customer success teams, and be an early warning system for customer and solution challenges
  • Develop positive relationships with North American sales leadership, helping to accurately position Support services as part of the success agenda
  • What you need to succeed

  • Experience leading services team with exposure to enterprise segments in customer care or logistics
  • Experience rapidly scaling out Support / TAM organizations
  • Deep knowledge of services operations including benchmark measures for success
  • Ability to lead by influence and work optimally in highly matrixed organizations
  • Ability to think strategically, as well as tactically, and to exercise good judgment in priority / goal setting
  • Solid understanding and experience with industry standard methodology multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes
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