求人情報詳細

The Customer Care Director drives the customer care strategy for delivering excellent customer experience in support of the Digital Marketing GTM and growth objectives of the company. In this role, you will lead the implementation and execution of AGS and Customer Care experiential strategies and standard operating processes across the Technical Account Management and Support for Digital Marketing Solutions. Collaborating DMA customer care regional and customer segment leadership this role will drive operational excellence and continuous improvement. The Customer Care Director for the Japan region will establish and grow customer experience through multiple customer touch points and engage in providing customer insights to improve the overall loyalty and retention of our customers.

• Establish and grow global delivery quality working with regional and customer segment leaders to drive change in the delivery process.
• Drive the development and execution of the strategic plan for the Japan region.
• Lead the Japan region in delivering a world class customer support experience and maximizing the customer’s return on their investment.
• Lead the planning for operational readiness programs to support new or updated Adobe products and services.
• Working with Director, direct reports, and others, leads the effort to implement and monitor compliance with the quality framework and governance model, protocols, policies, procedures and standards for all technical services operations and programs.
• Ensures team members, at all times, follow standardized models, methodologies and best practices to conduct their work.
• Trains, and/or otherwise delegates to experienced team members, as needed, in all relevant operations policies, procedures, processes, systems and tools, and other departmental methodologies and models.
• Conduct regular site visits, meetings and presentations with others to review ongoing operations, status and progress against performance metrics, communicate new or updated programs and work on implementation plans to ensure operational readiness.
• Travel can be involved in this role and may be for his/her team members’ roles. As such, is responsible for managing quarterly expense budgets for travel and other, related expenses across the assigned team.

• Bachelor’s Degree or equivalent strongly preferred
• 8 or more year’s program or project management or other related experience in technology or related industries.
• A minimum of 2 years related work experience with or as a consultant to software companies.
• Past experience must include responsibilities building, leading and managing operational readiness and resources for enterprise / SaaS customers in a technology or related organization.
• Previous experience in other, related domains is strongly preferred – SaaS customer success operations, customer service, technical support engineering, technical account management, customer care tools, enablement, finance, etc.
• In-depth knowledge of customer success in an enterprise software of SaaS organization.
• 5 or more years people management experience.
• Proven abilities to hire, develop, lead, and retain talent.
• Has in-depth understanding of the organization’s GTM (Go-To-Market) strategy and the multiple departments involved in this.
• Strong time management/organizational skills.
• Strong organizational savvy; proven abilities and know-how to effectively and efficiently navigate the organization to enable self and team to get things done.
• Proven abilities to achieve results on-time, on-target and within-budget.
• Strong communication skills.
• Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers.
• Consistently works collaboratively, effectively and efficiently with others.
• Strong influencing & negotiation skills. Where possible, consistently achieves win/win results and demonstrates competence in resolving conflicts and reaching compromise with others.
• Strong executive presence with the ability to collaborate, mobilize and engage multiple stakeholder groups at different levels.
• Global experience preferred.