SSM Manager

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

Within the Customer Engineering management team, we collaborate with the Technical Support and Technical Account management teams to maximise customer value from the Ultimate Support program. We provide leadership to our team of SSM's as they work with their assigned customers to provide transparency and oversight on their support experience and to address any urgent requests for help or critical issues of technical support requests. This role is crucial in ensuring a consistently high quality and personalised level of support service management for Adobe Digital Experience Ultimate Support customers. We work in partnership with our global SSM colleagues to ensure that our support teams deliver a consistent, personalised, efficient and accurate support service to all global Ultimate customers. We are looking for a results focused leader to join our team with a passion for innovation and people development helping improve our ability to deliver positive outcomes and personalised experiences for our team members and our customers.

What You’ll Do

As a member of the EMEA support leadership team we are responsible for delivering against the following key objectives:

• Share with team the mission, vision and core values of ADOBE Customer Engineering.
• Provision of clear communications to your team in relation to all team objectives, service improvement initiatives, strategic direction and any structural changes that the organisation is undertaking.
• Take full ownership for all direct people management activities for all team members, such as agreeing objectives, measuring performance and providing valuable and constructive feedback, allocation of project work, participation of team members in key initiatives, fostering a culture of development and learning as well as enhancing and improving team morale.
• We role model the agreed key behaviours & capabilities designed to ensure high quality Customer Experience encouraging a high level of interaction and faster and more efficient resolution of customer issues.
• Use and evaluate performance data to create action plans to improve organisational or individual performance driving customer satisfaction, employee development, operational efficiency and service quality.
• Collaborate across the wider Customer Success and Sales leadership team to ensure alignment in customer retention and advocacy initiatives.
• Advocate on behalf of our customers during any CSO investigation or as part of the CSO review process and act as a leader on the management team for EMEA clients.

What You’ll Need To Succeed

Business Insight

You will need a high quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe's business objectives and strategy. You possess strong problem-solving skills and are forward-thinking.

Results Focus

You help your team by setting SMART goals with realistic timelines and an eye on how they deliver in parallel to what they deliver. You have with strong mentoring and coaching skills enabling our team to deliver their best. You focus on long term sustainable strategic improvements in favour of short term results.

Influential

Consistent record collaborating with, influencing, and leading teams across a large global company. Expert and effective in communicating to Director and above partners in Sales, Consulting and Engineering.

Strong Communicator

• Highly articulate and presents plans and ideas in a compelling manner.
• Communicates passion, energy and enthusiasm.
• Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
• Able to build and communicate customer service reviews and set expectations according to business decisions.

Operational Support Experience

• You will have successfully led a software and/or SaaS-based technical support team, are a creative problem solver who is passionate about customer success, case deflection strategies and premium service delivery.
• You have experience and enjoy leading teams to key performance indicators
• Experience with developing and implementing Self-Service strategies, ITIL or incident management would be beneficial.
• Excellent organisational skills: ability to prioritize, lead, multi-task and implement projects multi-functionally

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.
 

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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.