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!

Location: Bucharest, Romania

Duration: 9/6 months

Expected start date: April/July 2024

The Opportunity

We are looking for a new member to join our Support Service Management team. Our team provides a personalized support service to our Ultimate Support plan customers. The SSM is responsible for customer communications, regular updates, insights, and mentorship regarding their support experience. The SSM will also coordinate and collaborate with internal Adobe technical teams to ensure expediency in issue resolution. While this role will not involve technical troubleshooting, the SSM will require some degree of technical understanding across Adobe Experience Cloud products, to have effective conversations with internal and customer stakeholders on issue management and prioritization.

In this role, you will have an opportunity to work alongside expert SSM’s to help drive customer experience improvements and contribute to the team’s scalability, by taking part in optimization projects.

When you join Adobe, you can look forward to collaborating with the most genuine people in the industry, working on projects with real purpose, and having immense pride in the products we build and the customers we support. You will also be surrounded by colleagues committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely.

What you will do:

The ideal candidate will adopt a highly collaborative team that rewards quality code and effective communication. Your core responsibilities will be to:

• Help drive customer experience improvements, engaging directly with Ultimate support customers;

• Deliver case reviews and service reviews, providing customers with an overview of their current support landscape;

• Advocate on behalf of our accounts with our internal product teams;

• Collaborate internally with Support and Engineering to ensure Ultimate Support customers issues are prioritized appropriately and the business impact is understood;

• Provide regular updates internally and externally in case of customer escalations;

• Find opportunity areas for SSM optimization and scalability and handle prioritized projects;

• Build internal communication channels to improve collaboration with key stakeholders.

What you need to succeed:

• Superb communication skills both written and verbal;

• Proficiency in English. German or French is a plus;

• Ability to communicate in client-facing situations articulately, with passion and enthusiasm;

• Understand customer priorities and balance those with internal Adobe priorities;

• Enjoy collaborating with a wide range of stakeholders and can influence virtual teams;

• Technical skills to understand and prioritize customer issues;

• Strategic sense and innovation mentality to identify and drive process improvements;

• Attention to detail and organization skills to help document processes and procedures.

What to expect from the recruitment process:
All applications will be reviewed after the close date, so please approach the process with perseverance. Our selection process typically consists of three stages as follows:

• Online application;

• 1-hour Technical Interview with the team;

• 30-minute Soft-Skills Interview with the Hiring Manager.

Adobe is an equal opportunity employer. We hire dedicated individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, veteran status, cultural background, or religious beliefs. When our employees feel appreciated and included, we know they can be more creative, innovative, and successful. This is what it means to be Adobe For All.