Senior Manager, Managed Services Engineering

6 days ago


Austin, Texas, United States Adobe Full time

About Adobe

At Adobe, we're passionate about empowering people to create and deliver exceptional digital experiences. We're a global leader in digital media and marketing solutions, and we're committed to creating a workplace where everyone can thrive.

Our Mission

We're on a mission to hire the best talent and create exceptional employee experiences where everyone is respected and has access to equal opportunity. We believe that new ideas can come from anywhere in the organization, and we're committed to fostering a culture of innovation and collaboration.

About the Role

We're seeking a highly experienced and skilled Global Customer Success Engineering Manager to join our team. As a key member of our Customer Success Engineering organization, you will be responsible for leading a team of Customer Success Engineers and driving the success and adoption of our managed services offering.

Key Responsibilities

  • Lead a team of Customer Success Engineers and provide guidance and support to ensure the success of our customers.
  • Develop and implement strategies to drive customer satisfaction and adoption of our managed services offering.
  • Collaborate with cross-functional teams to identify and prioritize customer needs and develop solutions to meet those needs.
  • Monitor and report on key performance indicators such as revenue, profitability, and customer satisfaction.
  • Identify opportunities for process improvements and implement changes to enhance customer experience and operational efficiency.
  • Develop and maintain relationships with customers and internal stakeholders to ensure alignment and effective communication.

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.
  • 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.

Compensation

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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