Our CompanyChanging 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!

Support Manager, Bucharest

The Opportunity

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 crucial in ensuring consistently high levels of service for customers who request technical assistance with our Experience Platform solution. 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 result focused leader to join us 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:
Oversee the yearly Internship program, including recruitment, onboarding, and training of interns, ensuring successful project delivery.
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.
Lead team members, set goals, assess performance, offer feedback, assign projects, engage in initiatives, encourage growth, boost morale.
Demonstrate the key behaviors & capabilities for a quality Customer Experience, promoting interaction and quick issue resolution.
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.

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.

You appreciate the level of engagement required for premium support services delivery and can project the value of Ultimate Support and ensure consistent service quality.

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 strong mentoring and coaching skills, enabling our team to deliver their best. You focus on long term sustainable strategic improvements in favour of short term results.

Influential

Consistent 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.
Able to build and communicate customer service reviews and set expectations according to business decisions.

Operational Support Experience

Lead a software/SaaS technical support team, solve problems creatively, care about customer success.

You have experience and enjoy leading teams to key performance indicators, alongside experience with developing and implementing Self-Service strategies, ITIL or incident management would be beneficial.

Excellent organisational skills: ability to prioritize, lead, multi-task and complete projects multi-functionally

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

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Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.