Job Description

Our CompanyChanging the world through digital experiences is what Adobes all about. We give everyonexe2x80x94from emerging artists to global brandsxe2x80x94everything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.Were 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!Our companyAt Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.We're a company that understands that product innovation comes from people innovation, and that's why we invest in throughout the organization. If you're passionate about leading from where you sit, join us.

• Position: Asst Manager, Customer Engineering (CE)

Business Unit: Customer Engineering Location: Noida
Adobe An Award-Winning Employer
Adobe believes in hiring the very best and thats why we are an award-winning employer, consistently ranked on FORTUNE magazines 100 Best Companies to Work For. Recognizing that employees are at the core of our success, Adobe recruits and retains highly qualified and motivated individuals, creates an environment where they can innovate and achieve their best, and rewards them for their performance by giving them an opportunity to share in the companys success.Responsibilities

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver world-class customer experiences across multiple channels
• Setting quarterly individual goals and providing ongoing performance feedback
• Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality
• Working cross-functionally to find opportunities to collaborate on process improvement, customer engagements, customer concerns and local business objectives
• Engaging in support of key accounts and escalation management
• Build relationships with teams across the organization
• Provide excellence in communication with customers across cases, public forums, and social media
• Typically supervises small teams of professional and/or support individual contributors
• Typically interacts with team members to influence cooperation across the team
• Receives direction regarding objectives and the process to achieve them. Provides direction within the established policy/procedure
• Works on issues where analysis of situation or data requires review of relevant factors; exercises judgment within defined procedures and policies to figure out appropriate actions
• May represent the assigned CE team in special projects, which may include new products/services or line extension launches, operational excellence and continuous improvement for CE operations, new technologies and tools to support optimal CE team performance, etc.
• Adept in reporting, data analysis , coaching and feedback and drive performance and or improvement plans / performance management
• Prepare and conduct business reviews

The OpportunityWe are looking for an innovative, team-focused, and results-driven Customer Engineering Manager. In this role, you will be responsible for overseeing our Customer Engineering team of hardworking individuals. You will provide guidance for technical issues, exciting programs, and account management while growing the responsibilities of the team. The ideal candidate for this position has successfully led software and/or SaaS-based customer engineering team, is an
innovative problem solver who is passionate about customer success, case deflection strategies and able to articulate the value of Engagement Marketing

• Requires 4-year degree (or equivalent industry experience) and a minimum of 6-8 years of experience supporting customers or internal partners in a fast-paced, enterprise-level, mission-critical software support environment

• Minimum 3+ years of people management experience
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner

• A proven track record of growing the scope of a team * Familiarity with SaaS solutions a plus
• Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers
• Demonstrates a sound understanding of Adobe's business, multiple functions, and path to market
• Works collaboratively, effectively, and efficiently with others
• Good influencing & negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others. Proven abilities (through experience) to achieve win/win results
• Demonstrable abilities to hire, develop and retain talent. Knows what skills and abilities to look for, can communicate the value proposition of Adobe or the department, and understands and can apply the basic principles of motivating, aligning, and mobilizing others

Adobe is proud to be an 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.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call (408) 536-3015.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 others employees.

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