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Premier Support is Adobe’s Digital Experience best-in-class service offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer.
As a Senior Manager in the Premier Support group your goal is to lead a team of senior Technical Account Managers and Technical Account Directors.
Technical Account Directors are responsible for the technical success of Adobe’s largest and most sophisticated customers. They are responsible for developing and executing a customer strategy critical for the health of the solution stack, driving adoption and usage, risk mitigation and alignment across Customer executives and senior level decision makers.
You will have successfully led a software and/or SaaS-based technical team in Professional Services, Support or Technical Account Management. You are an extraordinary communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.
What you’ll do Practice lead for Technical Account Director program, accountable for the results, framework, processes and critical metrics Work hands on with Adobe's internal Customer Success, Professional Services and Managed Services practices for mutual alignment and align Support efforts to local sales and retention objectives Executive Sponsor and Advocate for Top Accounts across internal Adobe teams. Optimize client’s investment and accelerated task, issue execution and resolution. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem Direct management responsibilities for all designated resources, team objectives, morale and culture, motivate the team to deliver exceptional customer experiences and value propositions Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals Attract, hire and retain top talent for each functional role! Evaluate measurement criteria to evaluate trends in organizational performance, including: customer happiness, operating efficiency, solution adoption and customer retention Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
What you’ll need to succeed Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered. At least 10-15 years of experience in people management and leadership role in consultative, customer support, customer success and/or related role in marketing technology Executive presence. Ability to collaborate multiple teams throughout Adobe and client-side VPs, including CMOs and CXOs Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity Act as a role model to others: sets an example of integrity, ethical behavior and professionalism Excellent organizational skills: ability to prioritize, run, multi-task and execute projects multi-functionally Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations Excellent problem-solving skills and ability to navigate complicated situations in a professional manner Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus
More reasons why Adobe life is the good life Skip those awful "performance reviews."! Work in a place that cultivates phenomenal leaders throughout the organization. A company that understands that product innovation comes from people innovation. Those "best places to work" lists love us (in multiple countries), here's why. Put your mind at ease with our health and welfare benefits, industry-competitive salary, and more. The work is awesome. The people are awesome. There's no better place to make an impact. See what our employees are sharing about Adobe life!
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