Job TitleGroup Manager, Customer Engineering (Technical Assistance)
LocationSan Jose
The OpportunityKey ResponsibilitiesPeople Leadership & Team Management
- Directly manage Senior Managers and Managers, ensuring accountability for team performance and development
- Foster a positive, inclusive culture that motivates teams to exceed expectations
- Set and monitor quarterly goals; provide continuous mentoring and feedback
- Attract, hire, and retain top talent to build leadership strength within the organization
- Promote Adobe values and leadership principles across the team
Operational Excellence & Performance Management- Coordinate performance outcomes, including Customer Satisfaction (CSAT), Agent Satisfaction (ASAT), and Average Resolution Days (ARD)
- Evaluate metrics to identify trends and opportunities; initiate corrective actions and improvement strategies
- Plan team structure, prioritization, and headcount to meet business needs
Customer Advocacy & Blocking Issue Management- Maintain awareness of key blocking issues and at-risk accounts
- Partner with customers during critical blocking issues, demonstrating negotiation skills and executive presence
- Collaborate cross-functionally to resolve issues and protect customer trust
Cross‑Functional & Global Partnership- Represent the Americas Customer Engineering group in international forums
- Partner with global leaders to ensure process consistency and alignment
- Work with Sales, Services, Engineering, and Product Management to improve customer experience
Continuous Improvement & Strategic Initiatives- Drive operational and process improvements based on feedback and case trends
- Encourage critical thinking and industry guidelines to improve support quality and efficiency
- Lead special initiatives like product launches and operational transformations
RequirementsExperience & Education
- Bachelor’s degree or equivalent experience in the industry required
- 12–15 years in a fast-paced, enterprise-level software or SaaS environment
- 6–8+ years of people management experience, including managing managers
Skills & Proficiencies- Outstanding communication skills; ability to explain complex technical concepts
- Strong analytical and critical-thinking skills; data-driven approach to decision-making
- Familiarity with SaaS platforms; Adobe Experience Platform and/or AEM experience preferred
- Proven ability to influence and negotiate effectively with customers and internal partners
What Success Looks Like- A highly engaged leadership team delivering strong quarterly results
- Achievement of CSAT, ASAT, and ARD targets
- Accurate representation of the Americas organization in global forums
- Strong cross-region and cross-functional partnerships with minimal process fragmentation
- Improved customer retention and reduced blocking issue risk through proactive leadership
Expected Pay Range:
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $129,500 -- $256,450 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In California, the pay range for this position is $177,100 - $256,450
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
