Asst Manager, Customer Engineering
- Adobe
- 3 - 8 years
- Noida, Gurugram
- 1 year ago
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Job Description
- Direct management responsibilities for all designated resources, team objectives, morale and culture
- Motivate the team to deliver world-class customer experiences across multiple channels
- Setting quarterly individual goals and providing ongoing performance feedback
- Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality
- Working cross-functionally to find opportunities to collaborate on process improvement, customer engagements, customer concerns and local business objectives
- Engaging in support of key accounts and escalation management
- Build relationships with teams across the organization
- Provide excellence in communication with customers across cases, public forums, and social media
- Typically supervises small teams of professional and/or support individual contributors
- Typically interacts with team members to influence cooperation across the team
- Receives direction regarding objectives and the process to achieve them. Provides direction within the established policy/procedure
- Works on issues where analysis of situation or data requires review of relevant factors; exercises judgment within defined procedures and policies to figure out appropriate actions
- May represent the assigned CE team in special projects, which may include new products/services or line extension launches, operational excellence and continuous improvement for CE operations, new technologies and tools to support optimal CE team performance, etc.
- Adept in reporting, data analysis , coaching and feedback and drive performance and or improvement plans / performance management
- Prepare and conduct business reviews
The Opportunity
We are looking for an innovative, team-focused, and results-driven Customer Engineering Manager. In this role, you will be responsible for overseeing our Customer Engineering team of hardworking individuals. You will provide guidance for technical issues, exciting programs, and account management while growing the responsibilities of the team. The ideal candidate for this position has successfully led software and/or SaaS-based customer engineering team, is an
innovative problem solver who is passionate about customer success, case deflection strategies and able to articulate the value of Engagement Marketing
- Requires 4-year degree (or equivalent industry experience) and a minimum of 6-8 years of experience supporting customers or internal partners in a fast-paced, enterprise-level, mission-critical software support environment
- Minimum 3+ years of people management experience
- Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
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A proven track record of growing the scope of a team - Familiarity with SaaS solutions a plus
- Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers
- Demonstrates a sound understanding of Adobes business, multiple functions, and path to market
- Works collaboratively, effectively, and efficiently with others
- Good influencing negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others. Proven abilities (through experience) to achieve win/win results
- Demonstrable abilities to hire, develop and retain talent. Knows what skills and abilities to look for, can communicate the value proposition of Adobe or the department, and understands and can apply the basic principles of motivating, aligning, and mobilizing others
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Customer Retention - Non VoiceEmployement Type: Full timeContact Details:
Company: AdobeLocation(s): Noida, Gurugram+ View Contact
Keyskills: Product quality Data analysis Operational excellence Performance management Process improvement Social media Account management Management Adobe Continuous improvement
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