Asst Manager, Customer Engineering

Job Overview

Location

Noida, Uttar Pradesh

Job Type

Full Time

Date Posted

21 days ago

Additional Details

Job ID

26745

Job Views

7

Job Description

We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us.

Responsibilities

Direct management responsibilities for all designated resources, team objectives, morale and culture

Motivate the team to deliver world-class customer experiences across multiple channels

Setting quarterly individual goals and providing ongoing performance feedback

Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality

Working cross-functionally to find opportunities to collaborate on process improvement, customer engagements, customer concerns and local business objectives

Engaging in support of key accounts and escalation management

Build relationships with teams across the organization

Provide excellence in communication with customers across cases, public forums, and social media

Typically supervises small teams of professional and/or support individual contributors

Typically interacts with team members to influence cooperation across the team

Receives direction regarding objectives and the process to achieve them. Provides direction within the established policy/procedure

Works on issues where analysis of situation or data requires review of relevant factors; exercises judgment within defined procedures and policies to figure out appropriate actions

May represent the assigned CE team in special projects, which may include new products/services or line extension launches, operational excellence and continuous improvement for CE operations, new technologies and tools to support optimal CE team performance, etc.

Adept in reporting, data analysis , coaching and feedback and drive performance and or improvement plans / performance management

The Opportunity

We are looking for an innovative, team-focused, and results-driven Customer Engineering Manager. In this role, you will be responsible for overseeing our Customer Engineering team of hardworking individuals. You will provide guidance for technical issues, exciting programs, and account management while growing the responsibilities of the team. The ideal candidate for this position has successfully led software and/or SaaS-based customer engineering team, is an

innovative problem solver who is passionate about customer success, case deflection strategies and able to articulate the value of Engagement Marketing

Requires 4-year degree (or equivalent industry experience) and a minimum of 6-8 years of experience supporting customers or internal partners in a fast-paced, enterprise-level, mission-critical software support environment

Minimum 3+ years of people management experience

Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply

Excellent problem-solving skills and ability to navigate challenging situations in a professional manner

A proven track record of growing the scope of a team

Familiarity with SaaS solutions a plus

Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners and customers

Demonstrates a sound understanding of Adobe's business, multiple functions, and path to market

Works collaboratively, effectively, and efficiently with others

Good influencing & negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others. Proven abilities (through experience) to achieve win/win results

Demonstrable abilities to hire, develop and retain talent. Knows what skills and abilities to look for, can communicate the value proposition of Adobe or the department, and understands and can apply the basic principles of motivating, aligning, and mobilizing others

Qualification

Any Graduate

Experience Requirements

Fresher Experience

Location

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