Customer Experience Manager

2 days ago


Dublin, Dublin City, Ireland Marketo, An Adobe Company Full time

As a Senior Customer Support Director at Marketo, an Adobe Company, you will be responsible for leading a team across customer support and sales to deliver integrated customer experiences.

The ideal candidate will have over 5 years of regional experience working in customer-facing roles, managing teams of 100+ managers and agents to deliver best customer outcomes.

You will drive initiatives and changes that take our company to delivering proactive, personalized, and effortless customer experiences through advanced technologies, predictive customer data analytics, and qualitative research to identify customer patterns, trends, and individual preferences.

Key Responsibilities:
  • Empower customers to solve their own problems through AI-driven search capabilities and seamless digital experiences.
  • Reduce customer effort by eliminating friction across all touchpoints, such as repeat contacts, multi-channel hopping, agent transfers, and resolution speed.
  • Integrate customer-facing agents with digital journeys and engagement funnels to predict the next best action for customers.

You will manage a team of Adobe Vendor Managers to deliver day-to-day operations across a wide group of areas, Sales as a Service, Customer Retention, Customer Support, and Technical Support.

Manage the relationship and operations of service delivery vendor partners. Deliver key customers, market insights, and find innovative ways to drive improvements across the global Customer Experience team.



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