Named System Engineer Manager
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!
The Opportunity
Premier Support is an elite support service offering contributing to the success of our largest customers. The Named Support Engineer (NSE) will participate in periodic case reviews tailored to meet the customer's needs. They will review active cases with the customer, address customer's technical concerns and agree on action plans and priority across all deployed solutions. Additionally, NSEs will coordinate with extended support team as needed to provide a superior level of customer support.
This position requires an experienced candidate, with a strong management background in consulting/support/account management roles and proven customer-facing, and relationship management skills. The TAM manager will directly manage a team of NSEs, including recruiting, on-boarding and ongoing development responsibilities. Furthermore, this role provides oversight on, and is accountable for, all of the customers assigned to his/her team.
What you'll do
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
Evaluate measurement criteria to evaluate trends in organizational performance, including customer satisfaction, 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
Engaging in support of key accounts and critical issue management
Own one or more global programs for the Support leadership team
Partner with the Customer Success and Sales leadership team to align Support efforts to local sales and retention objectives.
Requirements
Minimum of 5 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment
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 explain complex concepts simply
Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
Experience in interviewing, coaching and leading technical teams
Proven ability to lead & manage remote staff
Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus