Digital Experience Specialist
4 days ago
We are a global leader in digital experiences, empowering everyone to create and deliver exceptional experiences across every screen.
At Adobe, we prioritize employee experiences, striving for equal opportunities and respect. Our mission is to hire the best and create exceptional experiences where everyone can thrive.
This role is uniquely positioned to provide personalized support services to our Ultimate Support plan customers, ensuring their digital experiences are flawless and extraordinary.
Job Description:
- Partner with the Technical Account Manager to ensure a seamless customer onboarding experience for new Ultimate customers.
- Collaborate with Support Engineers and Management to review customer issues daily.
- Provide high-quality updates that align with customer priority and business impact.
- Lead regular support case queue reviews with customer team members, ensuring accurate prioritization of issues, visibility on progress, latest updates, and next steps.
- Provide oversight and ownership of critical support issues, offering ongoing and personalized customer management and updates through to resolution.
- Contribute to service reviews by focusing on technical support service delivery performance, identifying areas of success and opportunities for improvement.
- Define and maintain the Service Improvement Plan, communicating progress updates against agreed actions and collaborating with Support Delivery Managers to address identified areas.
- Conduct customer-specific Root Cause Analysis following significant events and ensure outcomes are provided to the customer in an official Customer Facing Statement.
- Responsible for providing Support Health data and insights to the Ultimate delivery team and helping evaluate and communicate the overall Technical Health of the customer.
Required Skills and Qualifications:
- Business Acumen: High-quality business sense with an understanding of balancing customer needs alongside Adobe's objectives and strategy.
- Strong problem-solving skills, forward-thinking, and experience working with data sets to identify common trends.
- Recognizing the importance of actively involved support and promoting the value of the Ultimate Support Plan to maintain consistent service quality.
- Results Focus: Strong mentoring and coaching skills enable team members to deliver their best, focusing on long-term sustainable strategic improvements over short-term results.
- Influential: Consistent track record of working with, influencing, and leading virtual teams across a large global company.
- Experienced and effective in communicating with Director-level and above partners in Sales, Consulting, and Engineering.
- Strong Communication Skills: Business-level proficiency in Arabic, highly eloquent, capable of communicating plans and ideas in a compelling manner.
- Communicates with passion, energy, and enthusiasm.
- Skilled in handling urgent customer communications at the C-level, accurately completing resolution plans.
- Capable of building and presenting customer service reviews and setting expectations according to business decisions.
- Support Experience: Experience supporting high-profile Enterprise customers and/or leading a software and/or SaaS-based technical support team.
- Creative problem solver, passionate about customer success and premium service delivery.
- Experience in working together with various collaborators to achieve desired outcomes.
- Beneficial experience with developing and implementing Service Improvement Plans, ITIL, or incident management.
- Excellent Organizational Skills: Ability to prioritize, manage, multi-task, and implement projects across functions.
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