Senior Manager, Customer Engineering

Our company

At Adobe, we are changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you are enthusiastic about leading from where you sit, join us.

Position: Senior Manager, Customer Engineering (CE)

Business Unit: Customer Engineering Location: Noida

Adobe – An Award-Winning Employer
Adobe believes in hiring the absolute best and that is why we are an award-winning employer, consistently ranked on FORTUNE magazine’s “100 Best Companies to Work For.” Recognizing that employees are at the core of our success, Adobe recruits and retains highly qualified and motivated individuals, creates an environment where they can innovate and achieve their best, and rewards them for their performance by giving them an opportunity to share in the company’s success.

Responsibilities

• Direct management responsibilities for all designated resources, team objectives, morale, and culture
• Motivate the team to deliver world-class customer experiences across multiple channels.
• Setting quarterly individual goals and providing ongoing performance feedback
• Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality.
• Working cross-functionally to find opportunities to collaborate on process improvement, customer engagements, customer concerns, and local business objectives
• Engaging in support of key accounts and escalation management
• Build relationships with teams across the organization.
• Provide excellence in communication with customers across cases, public forums, and social media.
• Typically supervises small teams of professional and/or support individual contributors / or managers.
• Typically interacts with team members to influence cooperation across the team.
• Strategize for team organization, resource allocation, and headcount needs.
• Knowledge of the current account escalations and accounts at risk/ driving program/solution changes to retain business; communicates to upper management as required.
• Consistently demonstrates ability to balance competing priorities and demands for optimal results; effectively delegates as needed.
• Engages in account escalations and accounts at risk, collaborating with customers and across the organization with a focus on retaining customers; communicates to upper management of at-risk accounts as needed.
• Applies and encourages critical thinking in all aspects of managing the team based on industry best practices in the industry.
• Proactively engages with customers to gather feedback on product/program; holds subordinates and leadership accountable for customer engagement.
• Actively promotes Adobe values and leadership skills across their program/solution, in and out of the company.
• Able to negotiate through difficult customer interactions.
• Proactively drives process improvements to customer experience based upon feedback from Sales, Services, and Support teams; proactively organizes customer communications as needed.
• Receives direction regarding objectives and the process to achieve them. Provides direction within the established policy/procedure.
• Works on issues where analysis of situation or data requires review of relevant factors; exercises judgment within defined procedures and policies to figure out appropriate actions.
• May represent the CE team in special projects, such as product launches, operational improvements, and technology adoption to enhance team performance.
• Adept in reporting, data analysis, coaching and feedback and drive performance and or improvement plans / performance management.
• Prepare and conduct business reviews.

The Opportunity

We are looking for an innovative, team-focused, and results driven Customer Engineering Manager. In this role, you will be responsible for overseeing our Customer Engineering team of hardworking individuals. You will provide guidance for technical issues, exciting programs, and account management while growing the responsibilities of the team. The ideal candidate for this position has successfully led software and/or SaaS-based customer engineering team, is an
innovative analytical person who is enthusiastic about customer success, case deflection strategies and able to articulate the value of Engagement Marketing

Requirements:

• Requires 4-year degree (or equivalent industry experience) and a minimum of 12- 15 years of experience supporting customers or internal partners in a fast-paced, enterprise-level, mission-critical software support environment.
• Minimum 6-8+ years of people management experience
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.
• Excellent critical thinking skills and ability to navigate challenging situations in a professional manner.
• A proven history of growing the scope of a team
  Familiarity with SaaS solutions necessary – AEP would be a preferred area.
• Strong people skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers.
• Demonstrates a sound understanding of Adobe's business, multiple functions, and path to market.
• Works collaboratively, effectively, and efficiently with others
• Good influencing & negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others. Proven abilities (through experience) to achieve win/win results.
• Demonstrable abilities to hire, develop and retain talent. Knows what skills and abilities to look for, can communicate the value proposition of Adobe or the department, and understands and can apply the basic principles of motivating, aligning, and mobilizing others.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 accommodations@adobe.com or call +1 408-536-3015. 

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