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Premium Services Manager


Position Summary

The Premium Services Manager for Customer Care has responsibility for the delivery of the customer experience for Premium Services in Japan. In this role the Japan Premium Services Manager will lead a team of Technical Account Managers in the Japan region to partner closely with many of the largest Adobe Marketing Cloud customers to help develop their technical road-map and ensure that they are successful in meeting their Digital Marketing goals. This role will require partnership across the Adobe organization including Customer Care, Engineering and the Professional Services team to continuously improve the customer's experience across all Adobe Digital Marketing solutions.



Responsibilities

  • Develop and maintain deep relationships with Premium Services customers in the Japan Region
  • Partner within Adobe to expand and deliver the Premium Services offering within the region
  • Lead a team of Technical Account Managers to deliver the success of the customer's technical roadmap using the Adobe Marketing Cloud solutions
  • Responsible for the customer experience delivered by the Japan Technical Account Management team and as such holds direct accountability for all aspects of individual & team performance, ensuring that all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times are achieved
  • Contact for client issues/escalations, with goal of issue resolution or co-ordinating cross functional response where needed
  • Manages client expectations in close collaboration with other AGS and BU stakeholders regarding product issues, project status and timelines
  • Coaches the Customer Care team to develop strong customer facing skills, improving their ability to pro-actively identify, analyze, troubleshoot and assist customers in resolving any questions, issues and concerns with Adobe Solutions in a timely manner
  • Manages the development of individual team members ensuring clear expectations are set and regular feedback is provided on performance to support growth
  • Creates, communicates and leads the implementation of enhancements to existing processes and workflows to improve the customer experience
  • Works closely with key departmental and project stakeholders across the organization


Requirements

  • Strong track record of managing a high performing team in an Enterprise SaaS environment
  • Strong knowledge of Digital Marketing with a preference on Adobe Digital Marketing Solutions
  • Demonstrated ability to lead a team that builds long term customer relationships in a technical environment
  • Customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department
  • Passion for performance management and execution against operational targets
  • Must be comfortable working in ambiguous and/or stressful situations
  • Flexible, with ability to change priorities quickly, and capacity to handle multiple tasks
  • Effective collaborator with proven process improvement skills
  • Exceptional organization and time management skills
  • Excellent communication and interpersonal skills
  • Ability to consistently learn new technologies and apply those concepts to customer’s needs
  • Ability to work as part of a geographically dispersed team
  • Keep up-to-date on technology trends, developments & best practices
  • Ability to communicate effectively to both technical & non-technical audiences


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