Global Customer Success Engineering Manager

22 hours ago

Austin, Texas, United States Adobe Full time

About the Role

At Adobe, we're on a mission to empower our customers to create exceptional digital experiences. As a Global Customer Success Engineering Manager, you'll play a critical role in scaling our managed services offering and driving customer success.

You'll lead a team of Customer Success Engineers, working closely with customers to understand their business and technical requirements. Your expertise will help us deliver high-quality solutions, ensuring our customers achieve their goals and realize value from our products.

Responsibilities include:

  • Leading a team of Customer Success Engineers to drive customer success and adoption of our managed services offering
  • Developing and implementing strategies to meet customer requirements, including staffing, capacity planning, and refining service delivery methodologies
  • Monitoring service performance indicators, conducting trend analyses, and generating comprehensive reports for customers and company stakeholders
  • Spearheading ongoing improvement projects to advance service delivery procedures, boost operational efficiency, and elevate customer satisfaction
  • Collecting and analyzing customer feedback and market intelligence to guide the evolution of service offerings and prioritize future developments

What You'll Need

  • 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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