Senior Manager, Customer Engineering

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 create 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 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 company At Adobe, we are 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 cultivating leaders throughout the organization. If you are enthusiastic about leading from where you sit, join us. Position: Senior Manager, Customer Engineering (CE) Business Unit: Customer Engineering Location: Noida Adobe – An Award-Winning Employer Adobe believes in hiring the absolute best and that is why we are an award-winning employer, consistently ranked on FORTUNE magazine’s “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 company’s 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 / or managers. Typically interacts with team members to influence cooperation across the team. Strategize for team organization, resource allocation, and headcount needs. Knowledge of the current account escalations and accounts at risk/ driving program/solution changes to retain business; communicates to upper management as required. Consistently demonstrates ability to balance competing priorities and demands for optimal results; effectively delegates as needed. Engages in account escalations and accounts at risk, collaborating with customers and across the organization with a focus on retaining customers; communicates to upper management of at-risk accounts as needed. Applies and encourages critical thinking in all aspects of managing the team based on industry best practices in the industry. Proactively engages with customers to gather feedback on product/program; holds subordinates and leadership accountable for customer engagement. Actively promotes Adobe values and leadership skil ... (truncated, view full listing at source)