Proactive Customer Engagement Lead

2 weeks ago

Noida, Uttar Pradesh, India beBeeProject Full time ₹ 15,00,000 - ₹ 20,00,000

As a proactive customer engagement leader, you play a key role in ensuring the de-escalation and ongoing satisfaction of enterprise customers.

The Global CERT 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.

Your task is to implement and execute this program along with tactical issues that may arise through the existing framework. To succeed, you must have strong program management skills and effectively connect with all required personnel.

  • Acquire a complete view of the customer and develop both get-well and stay-well plans.
  • Influence positive customer outcomes by coordinating and managing resolution pathways via a cross-functional team.
  • Rapidly mobilize the needed teams across the Adobe enterprise and actively communicate to external customers and partners on resolution progress and outcomes.

To achieve this goal, you will work closely with various teammates including Sales, Systems Engineers, Business Partners, and CSO Operations, Professional Services, BU/Engineering, and Sales Support.

Requirements:

We are seeking candidates with:

  • Demonstrated experience leading projects in a support/consulting and/or technology professional services organization.
  • A strong executive presence, including ability to partner with and influence client managers, directors, VPs, CMOs, and CXOs.
  • Creative problem-solving skills, including ability to acquire a holistic vision of a customer situation and articulate high-level technical solutions.
  • Leadership skills to drive a team across diverse locations and communicate technical issues to a broad constituency.

This position offers the opportunity to develop and improve Adobe's customer experience in a customer-centric field role.

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