Direct management responsibilities for all designated resources, team objectives, morale, and culture.
Motivate the team to deliver outstanding customer experiences and value propositions.
Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals.
Attract, hire, and retain top talent for each functional role.
Evaluate measurement criteria to determine trends in organizational performance, including: customer happiness, operating efficiency, solution adoption, and customer retention.
Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives.
Engage in support of key accounts and critical issue management.
Own one or more global programs for the Support leadership team.
Partner with the Customer Success and Sales leadership team to align Support efforts to local sales and retention objectives.

Minimum of 5 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment.
Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity.
Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions.
Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff.
Ability to explain complex concepts simply.
Excellent problem-solving skills and ability to navigate complicated situations in a professional manner.
Familiarity with SaaS solutions or Adobe Digital Experience solutions is a plus.

Senior Manager, Technical Account Management

Key skills