Americas Manager, Managed Services Engineering
Adobe Inc. | |
United States, Texas, Austin | |
11501 Domain Drive (Show on map) | |
Sep 30, 2024 | |
Our Company What you'll do Adobe Commerce Cloud is the world's leading digital commerce platform, experiencing continued growth. We are seeking an Americas Customer Success Engineering Manager to help us scale the success and adoption of our managed services offering. In this regional role, you will be leading engineers, while building relationships within Adobe departments locally and abroad, and keeping your technical skills sharp. Customer Success Engineers drive value realization and return on investment for our strategic customers by operating cloud-based commerce infrastructure. They work directly with customers to understand their business and technical requirements, developing solutions to ensure success. You will direct all aspects for the Customer Success Engineers, acting as their leader and the primary point of escalation for managed services customer issues. You should adeptly handle the intricacies of growing Commerce Cloud Managed Services in the Americas market, reporting directly to the Global Sr. Manager for Commerce Managed Services Engineering. Responsibilities include meeting compliance with service level agreements, maintaining quality benchmarks, and fulfilling contractual commitments. You will track key performance indicators such as revenue, profitability, and customer satisfaction while seeking opportunities for enhancement and expansion. In resource management, you will coordinate the development of strategies to satisfy customer requirements, including staffing, capacity planning, and refining service delivery methodologies. You will monitor service performance indicators, conduct trend analyses, and generate comprehensive reports for customers and team members to identify improvement areas and implement critical adjustments. A key aspect of this role is orchestrating ongoing improvement projects to advance service delivery procedures, boost operational efficiency, and elevate customer satisfaction. You will advocate for customers within the organization, ensuring their needs are met promptly. You will work closely with various business leaders across Adobe to delight customers, standardize practices, and maintain accountability for customer health and cost controls. What you need to succeed
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award. Adobe is proud to be anEqual Employment Opportunityand 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.Learn more. 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, emailaccommodations@adobe.comor 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 other's employees. |