Enterprise Partner Manager

1 month ago

Dublin, Ireland Adobe Full time

JOB LEVEL

M30

EMPLOYEE ROLE

People Manager

Position summary:

Adobe is seeking an outstanding Enterprise Support Partner Manager to join our Creative Cloud Customer Support team. This role is responsible for the relationship with the Enterprise Team at our outsource partners in various locations, delivering a world class support experience to Adobeâs Creative Cloud Enterprise customers. This person has excellent business and communication skills. They work with Enterprise Customers, internal stakeholders as well as Enterprise staff at our outsource partner.

Adobe is a fast-paced environment and our passion for our customersâ success means we are focused on what our Enterprise customers need and expect from Adobe. The ideal candidate for this role will be customer centric, understanding the unique needs of large Enterprise customers and looking for new and innovative ways to to enhance those customersâ experience.

This role reports into the Group Manager for EMEA Enterprise Support.

Responsibilities:

  • Manage and lead the partner Enterprise service delivery team and operation at our vendor.
  • Work in close collaboration with internal Enterprise Support team to deliver an exceptional customer experience to our key and strategic customers. 

·      Project manage any initiatives to improve EMEA Enterprise support

·      Continuously strive to improve, differentiate, and scale Enterprise support

  • Provide consistent communication between Adobe and Partners, so that any service issues are highlighted, recommendations made and KPI targets achieved through negotiation and prioritization.
  • Provide valuable input into a long-term resource plan for Enterprise customer service delivery.
  • Design and develop new ways of working with the Adobe internal teams to support best in class customer experience.

Requirements

  • A minimum of 3 years leading an Enterprise customer service or technical support team, preferably in technology or a related industry
  • Experience managing a complex, fast paced environment, working with multiple sites, languages, products and channels. 
  • An expert in contact centre workflows, processes, and real-time technologies.
  • Ability to tailor complex information to the appropriate level for an audience.
  • Ability to work within a team and manage / priorities workload effectively, managing expectations with key stakeholders.
  • Analytical and logical thinker with the ability to apply creative solutions to resource constraints.
  • Proficiency in excel and reporting tools such as Tableaux, power bi.
  • Cross-team coordination, project management and excellent presentation skills will be key to success.
  • Experience in managing projects end to end. 
  • Some travel will be required for this role. 

Desirable

  • Degree level or higher qualification in a business-related field.
  • 2nd European language a plus.
  • Experience using Adobe Creative Cloud and Document Cloud products.
  • Technical expertise

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Weâre glad that youâre pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile â donât forget to include your uniquely âAdobeâ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youâre interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll. 

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youâre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of  gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accommodations@adobe.com.

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