Senior Director, Ultimate Support - Americas Category: Customer Experience
Job Id: R134908
Posted Date: 01/06/2023
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! CTSPM70 – Sr Dir, Technical Support Job Description: Senior Director – Ultimate Support - Americas This executive will Lead the North America Ultimate Support Team and play a vital role in ensuring delivery of an optimal proactive Customer experience . This leader will be responsible for several leaders and an organization focused on overall technical health & success across our Ultimate (Paid) Customer base, define the necessary organizational structure and optimization of processes with an emphasis on proactive service delivery and scaling our Ultimate Support business. The successful candidate will be operationally strong, have a technical background, be goals and KPI oriented, have a strategic mindset and a laser focus on the customer experience and value. S/he should have a proven track record of working with and influencing the entire eco-system across the customer lifecycle including sales, and professional services. S/he needs to have a passion for formulating and implementing strategies to deliver high quality service that enable customer success and faster time to value of Adobe solutions. They will be the customer advocate inside the organization with an eye for current and upstream/downstream effects of changes. This person will have experience in driving efficiencies and understand the tools which enable that efficiency. S/he will be a data-driven, customer focused decision maker who understands the customer’s journey and lifecycle. What you’ll do · Lead, develop, and grow Ultimate Support team of Technical Account Managers (TAM’s), Technical Solution Managers (TSM’s), and Field Service Engineers · Improve customer service quality results by studying, evaluating, and re-designing processes; implementing changes; establishing and communicating service metrics; monitoring and analyzing results · Develop strategies and operational plans to enact programs that enable customer success across the region · Create and monitor business and process metrics to measure and manage program effectiveness · Be an early warning system for customer and solution challenges · Develop strong partnerships with North American sales leadership, helping to properly position Ultimate Support services as part of the success agenda What you need to succeed · Experience leading services team with exposure to enterprise segments in customer care or logistics · Strong Communicator – both internally and externally · Experience rapidly scaling out Support / TAM organizations · Deep knowledge of services operations including benchmark measures for success · Ability to lead by influence and work effectively in highly matrixed organizations · Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting · Be able to handle Executive level escalations building get well plans to improve. Competencies · A strong leader without ego who can inspire, motivate, and lead a complex organization · A builder; someone who can effectively lead a transformation across people, process and technology · An eye for selecting and developing talent and building collaborative teams Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $159,700 -- $326,700 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.