Customer Success Strategic Operations Manager – R145022

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

As a Customer Success Strategic Operations Manager (SOM), you will play an integral role in driving the results of the Europe Middle-East & Africa (EMEA) Customer Success (CS) Team. Through regular inspection, leadership decision support and proactive recommendations, you’ll help ensure that the team meets and exceeds its operational goals. You’ll do this by building and maintaining strong, trust-based relationships with business partners across the organization to align people, processes, and systems throughout the Digital Experience (DX) Customer Success ecosystem. The ideal candidate should be an analytical systems thinker and be able to collaborate with partner teams to develop insights and initiatives that will support our operational goals.

What you’ll Do

Drive the rhythm of the business cadence for the EMEA Customer Success leader, providing structured inspection of the team’s performance
Provide strategic decision support to the EMEA CS Leadership using data to provide options and a recommended approach
Review operational metrics to proactively identify areas for improvement and work with the leadership team to address
Provide insights and recommendations to improve efficiencies through the development and adoption of globally-standardized procedures
Facilitate Quarterly Business Review preparation and meeting support to Customer Success Regional Leadership. Maintain and provide accurate forecasts for regional asks/needs for people, processes, and systems.
Provide status updates and communications on key operational projects and coordinate enablement to Customer Success teams and partners in assigned region.
Partner with cross-functional teams to facilitate the roll-out of systems, processes, programs, priorities, tools, and reporting to DX Customer Success teams and partners.
Lead regular alignment calls with leadership and partners on current priorities, roadmap, and backlog.
Maintain accurate team hierarchies, distribution lists for teams and stakeholders in EMEA.
Partner with Customer Success leaders on ad-hoc requests, projects, and issues as needed.

What you need to succeed

Minimum 5 years related work experience in the Customer Success, Sales Support/Operations, or interlinked functions, ideally in the software industry.
Strong proficiency in Excel, PowerPoint, and other Microsoft Products
Strong analytical aptitude and effective project management skills.
Strong planning, organizational skills and ability to manage multiple projects.
Hands on mentality, proactive, and great attention to detail.
Highly adaptive and resourceful 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.
As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll 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, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.

Adobe is an equal opportunity employer. We hire dedicated individuals, regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

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.

Diversity & Inclusivity:

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

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, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.