Manager, Technical Support

5 months ago

Edinburgh, United Kingdom Adobe Full time

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences 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. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours

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 You’ll 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 You’ll 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

  • Technical Support Manager

    4 weeks ago

    Edinburgh, Edinburgh, United Kingdom Adobe Full time

    About the RoleWe are looking for an experienced technical support manager to lead our EMEA Customer Support management team. The successful candidate will provide leadership to our technical support teams, ensuring consistently high levels of service for our customers who request technical assistance with our Analytics and Target solutions.Key...

  • Technical Sales

    3 weeks ago

    edinburgh, United Kingdom LINK TECHNICAL RECRUITMENT LTD Full time

    Account ManagerEdinburgh / Fife£28,000 Basic + Uncapped Commission (£10k - £15k) + Company Car + Fuel Card + Phone + LaptopExciting opportunity to work as an account manager for a specialist equipment supplier offering uncapped commission and a terrific benefits package. You will be given full product training and will have opportunities to progress long...

  • Technical Sales

    3 weeks ago

    Edinburgh, United Kingdom LINK TECHNICAL RECRUITMENT LTD Full time €28,000

    Account Manager Edinburgh / Fife £28,000 Basic + Uncapped Commission (£10k - £15k) + Company Car + Fuel Card + Phone + Laptop Exciting opportunity to work as an account manager for a specialist equipment supplier offering uncapped commission and a terrific benefits package. You will be given full product training and will have opportunities to progress...

  • Technical Sales and Account Management

    2 days ago

    Edinburgh, Edinburgh, United Kingdom LINK TECHNICAL RECRUITMENT LTD Full time

    Link Technical Recruitment Ltd is a leading specialist equipment supplier seeking an experienced sales professional to fill the role of account manager.The ideal candidate will possess excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues alike.Responsibilities will include:Managing a...

  • Technical Support Specialist

    4 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success Specialist Full-time, Permanent Edinburgh City Centre (Hybrid) Competitive Salary The Job Joining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client...

  • Technical Support Specialist

    4 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success SpecialistFull-time, PermanentEdinburgh City Centre (Hybrid)Competitive SalaryThe JobJoining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client customisation, &...

  • Technical Support Specialist

    3 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success Specialist Full-time, Permanent Edinburgh City Centre (Hybrid) Competitive Salary The Job Joining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client...

  • Technical Support Specialist

    4 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success SpecialistFull-time, PermanentEdinburgh City Centre (Hybrid)Competitive SalaryThe JobJoining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client customisation, &...

  • Technical Support Specialist

    4 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success Specialist Full-time, Permanent Edinburgh City Centre (Hybrid) Competitive Salary The Job Joining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client...

  • Technical Support Specialist

    3 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success SpecialistFull-time, PermanentEdinburgh City Centre (Hybrid)Competitive SalaryThe JobJoining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client customisation, &...

  • Technical Support Specialist

    3 days ago

    Edinburgh, United Kingdom Eden Scott Full time

    Technical Support & Customer Success Specialist Full-time, Permanent Edinburgh City Centre (Hybrid) Competitive Salary The Job Joining a Customer Success team as a Technical Support Specialist you will be act as the main point of contact between clients & the greater business. Supporting clients through onboarding, live support functions, client...

  • Technical Product Specialist

    4 weeks ago

    Edinburgh, United Kingdom Bright Purple Full time €35,000

    Technical Product Support Edinburgh (onsite) They are building huge momentum and need talented people to help them expand. They are looking for experienced Technical Product Support Specialists with extensive experience working in a B2B environment. Competitive salary of up to £35,000 (depending on experience) Modern office in Edinburgh As a...

  • Technical Product Specialist

    3 weeks ago

    Edinburgh, United Kingdom Bright Purple Full time €35,000

    Technical Product Support Edinburgh (onsite) They are building huge momentum and need talented people to help them expand. They are looking for experienced Technical Product Support Specialists with extensive experience working in a B2B environment. Competitive salary of up to £35,000 (depending on experience) Modern office in Edinburgh As a...

  • Technical Support Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom undisclosed Full time

    Role: Technical Support EngineerKey Responsibilities:Deliver high-quality technical support for Microsoft 365 applications, Teams, Outlook, and the Office suite.Troubleshoot hardware issues and Surface Pro devices.Implement and manage Intune solutions.Configure and maintain Azure Multi-Factor Authentication.Provide Citrix Workspace support and...

  • Technical Support Specialist

    3 weeks ago

    Edinburgh, Edinburgh, United Kingdom Abacus Group LLC Full time

    Job Opportunity: A unique position has become available in our company, Abacus Information Technology Limited, where you can apply your technical skills and experience to succeed in a dynamic environment. As a Technical Support Specialist, you will be the first point of contact for our clients, responding to their service requests and incidents. You will...

  • Technical Support

    6 months ago

    Edinburgh, United Kingdom JB Foods (Scotland) Ltd Full time

    JB Foods (Scotland) Ltd was established in 1963 and has grown steadily to become Scotland’s leading independent foodservice operator, we have an extensive product portfolio covering frozen, grocery, non-food, chilled and fresh craft butchery. We remain a family business and our traditional family values and culture sets us apart from the rest of the...

  • Technical Support Engineer

    3 weeks ago

    Edinburgh, United Kingdom Bright Purple Full time

    Technical Support Engineer Edinburgh (onsite) Bright Purple is working with a truly exciting and ambitious scale-up based in Edinburgh, with bold plans to scale their offering which you’ll play a big part in. They are building huge momentum and need talented people to help them expand. This company needs positive can-do attitudes to mirror their own...

  • Technical Support Engineer

    3 weeks ago

    Edinburgh, United Kingdom Bright Purple Full time

    Technical Support Engineer Edinburgh (onsite) Bright Purple is working with a truly exciting and ambitious scale-up based in Edinburgh, with bold plans to scale their offering which you'll play a big part in. They are building huge momentum and need talented people to help them expand. This company needs positive can-do attitudes to mirror their own...

  • Technical Support Engineer

    3 weeks ago

    Edinburgh, United Kingdom Bright Purple Full time €35,000

    Technical Support Engineer Edinburgh (onsite) Bright Purple is working with a truly exciting and ambitious scale-up based in Edinburgh, with bold plans to scale their offering which you’ll play a big part in. They are building huge momentum and need talented people to help them expand. This company needs positive can-do attitudes to mirror their own...

  • Technical Support Engineer

    3 weeks ago

    Edinburgh, United Kingdom Bright Purple Full time

    Technical Support EngineerEdinburgh (onsite)Bright Purple is working with a truly exciting and ambitious scale-up based in Edinburgh, with bold plans to scale their offering which you’ll play a big part in. They are building huge momentum and need talented people to help them expand. This company needs positive can-do attitudes to mirror their own ways....