Digital Experience Manager

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Adobe Full time

At Adobe, we're looking for a Digital Experience Manager to join our team in Riyadh. This role is uniquely positioned to provide personalized support services to our Ultimate Support plan customers, ensuring their digital experiences are flawless and extraordinary.

Key Responsibilities:
  1. Partner with the Technical Account Manager (TAM) to ensure a best-in-class customer support experience, starting with a smooth customer kick-off for new Ultimate customers.
  2. Collaborate with Support Engineers and Management to review customer issues daily.
  3. Provide high-quality updates that align with customer priority and business impact.
  4. Lead regular support case queue reviews with customer team members, ensuring accurate prioritization of issues, visibility on progress, latest updates, and next steps.
  5. Provide oversight and ownership of any critical support issues, offering ongoing and personalized customer management and updates through to resolution.
  6. Contribute to service reviews by focusing on the performance of technical support service delivery, identifying areas of success and opportunities for improvement.
  7. Define and maintain the Service Improvement Plan, communicating progress updates against agreed actions and collaborating with Support Delivery Managers to address identified areas.
  8. Conduct customer-specific Root Cause Analysis (RCA) analysis following significant events and ensure the outcomes are provided to the customer in an official Customer Facing Statement.
  9. 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.


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