Global Customer Success Engineering Manager

6 days ago

Austin, Texas, United States Adobe Full time
Join Adobe's Team as a Global Customer Success Engineering Manager

At Adobe, we're passionate about empowering people to create beautiful and powerful digital experiences. We're seeking a talented Global Customer Success Engineering Manager to help us scale the success and adoption of our managed services offering.

About the Role

This is a unique opportunity to blend leadership and technical expertise, driving value realization and return on investment for our strategic customers. As a Global Customer Success Engineering Manager, you'll lead a team of Customer Success Engineers, acting as the senior leader and primary point of escalation for managed services customer issues.

Responsibilities
  • Meet compliance with service level agreements, maintain quality benchmarks, and fulfill contractual commitments.
  • Track key performance indicators such as revenue, profitability, and customer satisfaction while seeking opportunities for enhancement and expansion.
  • Oversee the development of strategies to satisfy customer requirements, including staffing, capacity planning, and refining service delivery methodologies.
  • Monitor service performance indicators, conduct trend analyses, and generate comprehensive reports for customers and company stakeholders to identify improvement areas and execute necessary adjustments.
  • Spearhead ongoing improvement projects to advance service delivery procedures, boost operational efficiency, and elevate customer satisfaction.
  • Advocate for customers within the organization, ensuring their needs are met promptly.
  • Collect and analyze customer feedback and market intelligence to guide the evolution of service offerings and prioritize future developments.
  • Articulate and disseminate the managed services' vision, aligning it with company objectives and market dynamics.
  • Empower the sales force through training and the provision of essential tools and resources to market the managed services solution effectively.
Requirements
  • Minimum of 7 years of experience leading customer-facing technical organizations.
  • Energetic and creative leader with the ability to encourage others and develop employees.
  • An extensive history of successfully handling executive level customer relationship / escalations.
  • Experience with open-source community, partner networks, and direct customers / merchants.
  • Experience with software support tools such as Dynamics, Jira, and Service Now.
  • Deep understanding of value drivers in SaaS subscription / recurring revenue business models.
  • Proven track record of delivering high customer satisfaction in complex, constantly evolving environments with high operational involvement.
  • Must have technical background in software and cloud offerings to be able to run engineering support group and lead technical engineering team.
  • Must have strong operational excellence and experience: Establish and measure objectives and key results, case handling and owning critical issue processes, drive root cause analysis and document the post-mortem process, establish employee training and coaching, and new product introduction support roll out.
  • Strong ability to handle tactical elements of the day-to-day business while maintaining business objectives and what we value.
  • Experience leading large-scale organizational change initiatives with proven implementation & sustained success.
  • Available for on-call rotation, work off hours, holiday and weekend hours as required.
  • Ability to travel globally.
What We Offer

At Adobe, we offer a competitive compensation package, including a base salary and short-term incentives in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). Certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Our compensation reflects the cost of labor across several geographic markets, and we pay differently based on those defined markets. The pay range for this position is $153,300 -- $301,100 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.

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