Job Description

Our Company

Changing the world through digital experiences is what Adobe\xe2\x80\x99s all about. We give everyone\xe2\x80\x94from emerging artists to global brands\xe2\x80\x94everything they need to design and deliver exceptional digital experiences! We\xe2\x80\x99re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We\xe2\x80\x99re 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!

The Opportunity
The Partner Customer Advocate role will provide first-line customer service to all Partners in the Solution Partner Program.
The services delivered under these circumstances by this team are essential for the ongoing success of our customers\' businesses or personal projects as well as their continued confidence in Adobe.
Specifically, the role encompasses inbound issue reception, triage and analysis, issue diagnosis, resolution identification and customer communication. Furthering these efforts, the role also requires trend analysis, and evaluation of current process supporting resources.
Each member of the team will develop and maintain a high level of understanding of a select group of products, and processes to act as a subject matter expert for the purpose of providing input when solicited for new project or education initiatives.

What you\'ll Do
Monitor the SPP Help Team support queue and respond to inquiries from Partners and internal customers.
Participate in Live Chats to provide Partner support. Striving to create a great Partner experience.
Call and email new Partners to welcome them to the program. Provide program information, answer questions, provide referrals and general assistance to get them started as a new Partner. This is a multi-step process that will require additional follow up.
Managing setup and maintenance of various program benefits.
Developing and maintaining internal escalation matrix.
Update program team with any questions/issues identified by Partners through Onboarding that cannot be easily resolved so that online resources can be updated.
Developing and maintaining responses to FAQs.
Prepare daily reports listing all new Partners. Create daily call logs for onboarding Partners from this report.
Provide weekly, quarterly, yearly reports on the status of the Onboarding program to management team.
Recommending corrections and enhancements to Adobe Solution Partner Program Portal to enable better self-service.
Recommending instructional materials and communications that enable better self- service.
Outbound calls/e-mails to partners to notify them of upcoming events, campaigns, etc. and confirm participation.
Outbound calls/e-mails to partners for routine maintenance of partner profile data.

What you need to succeed
2-4 Years of prior experience in customer service preferably chat and emails
Good written and verbal communication
Customer-focused approach
Ability to effectively influence and communicate multi-functionally with both internal collaborators and external partners.