Adobe is driving its business into the Clouds and is looking for a Managed Services Manager to help us get there. As a CSE Manager, this person would successfully blend the responsibilities of both leading people, managing relationships within Adobe departments locally and abroad and keeping their own technical skills sharp, by serving as a CSE to a limited number of customers, and serving as a point of escalation supporting their team of CSE's.
Customer Success Engineers are responsible for the partnership between Adobe and our strategic clients, driving value realization and return on the client's investment in Adobe to host and operate their web presence using Adobe Magneto . Customer Success Engineers are experts operating cloud based digital marketing infrastructure working directly with our clients to understand business and technical requirements, and to develop solutions to ensure customer success.
As the CSE team leader you would be responsible for overseeing the customer relationships for all Chinese customers and handling the intricacies of expanding the Managed Services product into the Chinese market. Also to work closely with Sales to help set customer expectations during the sales cycle.
You will be instrumental in delighting customers, help us work closely with various business leaders in Adobe Managed Services, and expand Adobe's footprint and scalability in the cloud marketplace. You will continue to scale the local Managed Services team through training, recruitment and special projects.
What you need to succeed:
BS or MS in Computer Science or equivalent with 10+ years of working experience in technology sector, IT operations a plus
Demonstrated experience in leading a team of 3 or more individual contributors
Experience with Amazon Web Services with a good understanding of its various offerings (e.g. EC2, S3, VPC/VPN, and Route53)
Experience with other cloud providers' a plus
Experience with RedHat Linux and Windows operating systems
Experience with Managed Services and technical operations
Excellent communications skills, both written and verbal in Chinese and English with both customers and executives
Demonstrate excellent Emotional Intelligence (EQ) and enthusiasm for customer success
Demonstrate ability to collaborate effectively and work with teams and leadership
Experience working with difficult customers and in high pressure incident resolution scenarios.
Lead and manage a team of talented engineers and provide encouragement, mentoring, and technical guidance
Help to create a culture of delivering high quality customer service and satisfaction
Manage multiple competing priorities in a fast-paced environment
Interface between CDE and customer facing engineers to resolution and assist in root cause troubleshooting
Manage and attend onsite customer meetings
Active accountability with escalations management
Be an active participant in planning and executing quarterly milestones
Managed on-call rotation schedules and responsibilities for reporting CSE's
Proactive, flexible, and have impeccable follow through
Be eager take on any tasks that need to be accomplished
SPECIAL CONSIDERATION GIVEN FOR:
Master's degree or other advanced education
Experience working for a global technology company
Prior account management and/or project management experience with Fortune 500 clients
Knowledge of and experience with digital marketing technologies
Prior experience with customer success in a SaaS, or Managed Services company
Experience using digital marketing products hosted in cloud infrastructure
Consulting and/or technical training experience
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.
Adobe Systems Incorporated