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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!

 

Position summary: 
Adobe is seeking an outstanding Customer Support Manager to join our Creative Cloud Support team. This role is responsible for the relationship with our outsource partners in various locations and delivering a world class support experience to our customers. This person is our partners main point of contact for day-to-day operations and has excellent business and communication skills. They work with partners, senior management, peers and EMEA wide stakeholders to develop and implement mutually agreeable solutions.
Adobe is a fast-paced environment and our passion for our customers’ success means we are focused on what customers need and expect from Adobe. The ideal candidate for this role will be customer centric, looking for new and innovative ways to enhance our customer experience.
This role reports to the Group Manager for EMEA Customers Services.

Responsibilities: 
Manage the relationship and operations of service delivery vendor partners.
Deliver an exceptional customer experience through exceeding KPIs (Key Performance Indicators) effectively.
Deliver key customer, market insights, and find innovative ways to drive improvements across the global Customer Experience team.
Provide consistent communication between Adobe and Partners, so that any service issues are highlighted, recommendations made and targets achieved through negotiation and prioritization.
Work with stakeholders to design and agree service protection strategies.
Provide valuable input into a long-term resource plan for customer service delivery.
Review performance and forecast accuracy and devise an action plan as necessary for the current day/week. Identify any reasons for failure of an SLA (Service Level Agreements) and implement solutions.
Design and develop new ways of working with the Adobe internal teams to support best in class customer experience.
Strive to exceed targets and empower our customers and partners.
Experience in managing projects end to end a bonus.
Some travel will be required for this role.

Requirements 
A minimum of 5 years in Vendor Management of customer service or technical support Operations, preferably in technology or a related industry.
Experience within complex, fast paced environments, working with EMEA languages and multiple sites.
Experience in contact center WFM, workflows, processes, and real-time technologies.
Proven ability to appropriately gather, integrate and interpret data then utilize arrange a range of analytical tools to constructively challenge and test assumptions to identify improvements.
Ability to tailor complex information to the appropriate level for an audience.
Ability to work within a team and manage / prioritize workload effectively, managing expectations with key stakeholders.
Analytical and logical thinker with the ability to apply creative solutions to resource constraints.
Proficiency in excel with experience in reviewing dashboards
Cross-team coordination, project management and excellent presentation skills will be key to success.

Desirable 
Degree level or higher qualification in a business-related field.
2nd European language a plus.
Experience using Adobe Creative Cloud products.
Technical expertise

Diversity & Inclusivity:

Adobe is an equal opportunity and affirmative action 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, veteran status, or any other 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, please contact [email protected]

To apply for this job please visit adobe.wd5.myworkdayjobs.com.