Partner Customer Advocate
7 days ago
Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours
The Opportunity
The Partner Customer Advocate role will provide first-line customer service to all Partners in the Solution Partner Program.
The services delivered under these circumstances by this team are essential for the ongoing success of our customers' businesses or personal projects as well as their continued confidence in Adobe.
Specifically, the role encompasses inbound issue reception, triage and analysis, issue diagnosis, resolution identification and customer communication. Furthering these efforts, the role also requires trend analysis, and evaluation of current process supporting resources.
What you'll Do
Monitor the SPP Help Team support queue and respond to inquiries from Partners and internal customers.
Participate in Live Chats to provide Partner support. Striving to create a great Partner experience.
Managing setup and maintenance of various program benefits.
Developing and maintaining internal escalation matrix.
Update program team with any questions/issues identified by Partners through Onboarding that cannot be easily resolved so that online resources can be updated.
Developing and maintaining responses to FAQs.
Prepare daily reports listing all new Partners. Create daily call logs for onboarding Partners from this report.
Provide weekly, quarterly, yearly reports on the status of the Onboarding program to management team.
Recommending corrections and enhancements to Adobe Solution Partner Program Portal to enable better self-service.
Recommending instructional materials and communications that enable better self
- service.
What you need to succeed
Good written and verbal communication
Customer-focused approach
Ability to effectively influence and communicate multi-functionally with both internal collaborators and external partners.
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