Associate Escalation Resolution Manager

Job Description

The Associate Escalation Resolution Manager (ERM) plays a key role in proactively ensuring the de-escalation and ongoing satisfaction of Adobes enterprise customers by leading the most critical customer engagements Our main task is the implementation and ongoing execution of the Global CERT Program along with tactical issues that may arise through the existing framework This program is designed to restore confidence in Adobe when customers are at risk We provide a safety net when the normal escalation or issue management processes fail Key to the program is the quality of your Program Management skills Also important is that we effectively connect with all required Adobe personnel (including Executive Leadership) with current status and upcoming actions Our ability to identify and drive corrective actions and operational review meetings is key The ERM must have strong team and Emotional Intelligence skills We influence various teammates including, Sales and Systems Engineers, Business Partners, and CSO Operations, Professional Services, BU/Engineering, and Sales Support Command authority to set action plans that meet customer needs Operating without direct supervisory control is an excellent skill What youll do: Acquire a complete view of the customer and develop both get-well and stay-well plans. Influence positive customer outcomes by coordinating and program managing resolution pathways via a cross functional team. Build detailed Communication Plans, testable Exit Criteria and complex Project Plans to achieve them. Rapidly mobilize the needed teams across the Adobe enterprise Actively communicate to external customers and partners; and, internal executive leaders on resolution progress and outcomes. As part of the resolution Retrospective Review process, we help the organization apply these findings to avoid having other customers experience a critical situation in the future. Review the post-escalation situation a few months after resolution in order to prevent any re-escalation. This position offers the opportunity to develop and improve Adobes customer experience in a customer centric field role What you need to succeed: Demonstrated 3 years of validated experience leading projects in a support/ consulting and/or technology professional services organization Have you delivered as consulting manager in a leading management consulting firm OR as an accountable and practitioner manager / director from a customer organizationExhibit strong executive presence, including ability to partner with and effectively influence client managers, directors, VPs, CMOs, and CXOs Embody creative problem-solving skills, including the ability to acquire a holistic vision of a customer situation, to understand the impact of technical changes and to articulate high-level technical solutions to address business problems Demonstrate leadership skills to drive a team across diverse and disparate locations that are outside your direct chain of command, with a different agenda High EQ will help for a successful conclusion using your project and people skills Youre proactive with good track record in similar role and exemplifying a strong dedication to succeed and exceed goals Ability to frame and communicate technical issues to a broad constituency including engineers and executive level management Ability to work without immediate direction in a fast-paced team environment to resolve our customers concerns Having a good understanding of different cultures and business practices across the globe is essential to work well with other cross-functional team members