Customer Success Leader

6 days ago

Edinburgh, Edinburgh, United Kingdom Adobe Full time

About the Role

We are seeking a highly skilled and experienced Technical Support Manager to join our EMEA Customer Support management team. As a member of this team, you will provide leadership to our technical support teams as they address technical support requests from our Experience Cloud customer base.

Key Responsibilities

  • 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.
  • 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.

Requirements

  • 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.
  • Highly articulate and presents plans and ideas in a compelling manner.
  • Communicates passion, energy and enthusiasm.
  • Ability to prioritize, manage, multi-task and execute projects multi-functionally.
  • Experience with developing and implementing Self-Service strategies, ITIL or incident management would be beneficial.

About Adobe

At Adobe, we're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

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