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 craft 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 building 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.

We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation!

What you'll do

Adobe Commerce Cloud is the world's leading digital commerce platform, experiencing continued growth. We are seeking a Global Customer Success Engineering Manager to help us scale the success and adoption of our managed services offering. In this global role, you will blend responsibilities of leading managers and engineers, while building relationships within Adobe departments locally and abroad, and keeping your technical skills sharp.

Customer Success Engineers drive value realization and return on investment for our strategic customers by operating cloud-based commerce infrastructure. They work directly with customers to understand their business and technical requirements, developing solutions to ensure success.

You will direct all aspects of a team of Customer Success Engineers, acting as the senior leader and the primary point of escalation for managed services customer issues. You should adeptly handle the intricacies of expanding Commerce Cloud Managed Services in the global market, reporting directly to the Global Director for Commerce Customer Engineering.

Responsibilities include meeting compliance with service level agreements, maintaining quality benchmarks, and fulfilling contractual commitments. You will track key performance indicators such as revenue, profitability, and customer satisfaction while seeking opportunities for enhancement and expansion.

In resource management, you will oversee the development of strategies to satisfy customer requirements, including staffing, capacity planning, and refining service delivery methodologies. You will monitor service performance indicators, conduct trend analyses, and generate comprehensive reports for customers and company stakeholders to identify improvement areas and execute necessary adjustments.

A key aspect of this role is spearheading ongoing improvement projects to advance service delivery procedures, boost operational efficiency, and elevate customer satisfaction. You will advocate for customers within the organization, ensuring their needs are met promptly.

The role also involves collecting and analyzing customer feedback and market intelligence to guide the evolution of service offerings and prioritize future developments. Strategically, you will articulate and disseminate the managed services' vision, aligning it with company objectives and market dynamics. Additionally, you will empower the sales force through training and the provision of essential tools and resources to market the managed services solution effectively, including facilitating product demonstrations and creating sales support documentation.

You will work closely with various business leaders across Adobe to delight customers, standardize practices, and maintain accountability for customer health and cost controls.

What you need to succeed

• Minimum of 7 years of experience leading customer-facing technical organizations.

• Energetic and creative leader with the ability to encourage others and develop employees.

• An extensive history of successfully handling executive level customer relationship / escalations.

• Experience with open-source community, partner networks, and direct customers /merchants.

• Experience with software support tools such as Dynamics, Jira, and Service Now.

• Deep understanding of value drivers in SaaS subscription / recurring revenue business models.

• Proven track record of delivering high customer satisfaction in complex, constantly evolving environments with high operational involvement (ideally for a technical business critical application).

• Must have technical background in software and cloud offerings to be able to run engineering support group and lead technical engineering team.

• Must have strong operational excellence and experience: Establish and measure objectives and key results, case handling and owning critical issue processes, drive root cause analysis and document the post-mortem process, establish employee training and coaching, and new product introduction support roll out.

• Strong ability to handle tactical elements of the day-to-day business while maintaining business objectives and what we value.

• Experience leading large-scale organizational change initiatives with proven implementation & sustained success.

• Available for on-call rotation, work off hours, holiday and weekend hours as required.

• Ability to travel globally.