Manager, Technical Support

JOB LEVEL

EMPLOYEE ROLE

Position Summary

As a member of the EMEA Customer Support management team, we provide leadership to our technical support teams as they address technical support requests from our Experience Cloud customer base. This role is critical in ensuring consistently high levels of service for customers who request technical assistance with our Analytics and Target solutions. We work in partnership with both our regional and global colleagues to ensure consistent, efficient, detailed and accurate support is being provided to all 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 experiences for our team members and our customers.

What Youâll 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 Support. 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.

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, manage, multi-task and execute projects multi-functionally

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 members to deliver their best. You focus on long term sustainable strategic improvements in favour of short term results.

Influential

Proven track record working with, influencing and leading virtual teams across a large global company. Experienced 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.

What Youâll 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 members to deliver their best. You focus on long term sustainable strategic improvements in favour of short term results.

Influential

Proven track record working with, influencing and leading virtual teams across a large global company. Experienced 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.

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, manage, multi-task and execute projects multi-functionally

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, manage, multi-task and execute projects multi-functionally

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Weâre glad that youâre pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile â donât forget to include your uniquely âAdobeâ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youâre interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll. 

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youâre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of  gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

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