Magento, Customer Success Process Expert

Adobe Systems Incorporated Los Angeles , CA 90009

Posted 2 months ago

Magento is looking for a Process Expert to join the Customer Success Group (CSG). Magento's CSG Process Expert is a key worldwide position focusing on the health of our customer base. As we are working hard to create distinguished customer experiences, we need to continue to make improvements on various metrics within our organization. A Process Expert is needed across the organization to ensure that we have consistency, transparency, and accountability for our performance improvement initiatives. The Process Expert will be responsible for measuring and monitoring CSGs key quality measures. This role is not a statistician role, it is the person who will know the process and can take charge of making improvements. This is a new position that is being created to ensure that as the business grows, we are focusing the team on processes that will ensure a great customer experience.

What you'll do

The Customer Success Process Expert is responsible for the worldwide processes impacting our key initiatives driving a better Customer Experience, including:

  • Develop a deep understanding of the customer experience and provide actionable process recommendations

  • Document key processes impacting the Customer Experience

  • Drive improvements in the processes to hit key metrics

  • Intervene to improve or correct a deteriorating process and to communication, using the data, whether these process changes truly had the desired impact on the outcomes of the process.

  • Work across various stakeholders to improve process impacting the customer experience.

  • Help Magneto's Customer Success team maintain a high level of customer satisfaction and retention.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.


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Magento, Customer Success Process Expert

Adobe Systems Incorporated