Your Browser is Not Supported
Your Browser is Not Supported
To ensure jobstore run smoothly, please use the latest version of the following supported browsers:
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!
Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.
We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you!
Position Summary
As a member of the Support Service Management team, we provide a personalized support service to our Ultimate Support plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers, focusing on the provision of a personalized support service that provides clear customer communications, regular updates, insights and guidance in collaboration with the Technical Account Manager.
The Support Service Manager (SSM) will coordinate and collaborate with Ultimate support plan customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved transparency during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success and Adobe Consulting Services organizations.
What You’ll Do
Key aspects of this role include the following activities:
What you need to succeed
Business Insight
You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe's business objectives and strategy. You possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends.
You appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality.
Results Focus
You have with strong mentoring and coaching skills enabling our team members to deliver their best. You focus on long term sustainable strategic improvements in favour of short-term results.
Influential
Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.
Strong Communication Skills
Support Experience
You will have extensive experience supporting high profile Enterprise customers and/or have successfully led a software and/or SaaS-based technical support team, are a creative problem solver who is passionate about customer success and premium service delivery.
You have experience in and enjoy collaborating with a wide range of stakeholders in order to meet key performance indicators.
Experience with developing and implementing Service Improvement Plans, ITIL or incident management would also be beneficial.
Excellent organizational skills: ability to prioritize, manage, multi-task and implement projects multi-functionally
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
Take the plunge and jump in
Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together.
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
Official account of Jobstore.
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!
Adobe is a place where exceptional people work – We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career.
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you!
A bit more about you
This job is for someone who is able to analyze complex business activities, develop frameworks and drive implementation and effectiveness across the Japan Digital Media organization. In this role, you will be a critical part of our sales organization and drive strategic and operational improvements while working closely with Senior Leadership on a range of critical initiatives and project.
We are looking for candidates who love to work with people and that enjoy partnering with stakeholders both in Japan and Headquarters on their journey to ensure they understand the business, learn and apply best global practices and help craft a story around the business beyond the numbers. Someone who is eager to learn, but also contribute to and help drive projects that benefit the Digital Media Business here at Adobe.
What you'll have
· Ability to breakdown complex business activities into simple frameworks. Understand the risks and opportunities and be able to communicate the plans to Senior Management.
· Strong analytical and conceptual thinker. Gleans insights from data and translates them into actions. Rapidly assesses a problem, evaluates options and drives timely decision-making
· 5-7 years in Consulting preferred focusing on Transformation/Strategy/Operations projects
· A solid background in data, analytics and insights. This person will work closely with the Data/BI teams at Adobe and will need to be able to interpret data and graphs.
· Outstanding presentation & communication skills (both verbal and written), including storytelling.
· Action and Results-Oriented; driving decisions and deliverables with a sense of urgency and accountability
· Influential; forging relationships and communicating effectively and persuasively, both internally and with partners
· Innovative; thinking creatively to solve problems and address business needs
· Culturally aware. Understands how to operate within a global team. English required, Japanese business level preferred
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
Take the plunge and jump in
Liking what you have read and keen to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
Official account of Jobstore.
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!
Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.
We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you!
【具体的な仕事内容】
・顧客のビジネス目標の達成に向け、プロジェクト関係者をリードする
・顧客のビジネス課題を理解し、プロジェクトを通して、顧客と長期的に良好な関係を構築する
・アドビ、顧客、協力会社の複数チームによって構成される複雑なプロジェクトを管理する
・プロジェクトメンバーであるビジネスコンサルタントやテクノロジーコンサルタントの成果物をレビューし、品質管理を行う
・プロジェクトで発生する課題については、自身の経験・知識を元に適切な判断を行いつつ、課題解決をリードする
・作業範囲、成果物、マイルストーン、リソース、見積り、コストの管理を行う（海外を含めたプロジェクトのケースも有）
・プロジェクトの開始から終了までのスケジュールと作業を管理する
・顧客チームと社内チームの両方との定期的なコミュニケーションを維持し、顧客の期待値を適切にコントロールする
・プロジェクトのスコープを定義するプリセールス期間から、プロジェクトの終了までの間、顧客の窓口となる
・プロジェクトを通し、ベストプラクティスを作成、展開を推進する
・営業、サービス、プロダクトなどのアドビ内の他組織と協力し、顧客のビジネス成功に必要なサービス提供を行う
・コンプライアンスを理解・遵守しながら、プロジェクトをリードする
求める経験・スキル
【求めるスキル】
・5~8年のエンタープライズ向けのシステム構築プロジェクト経験（Webアプリケーション構築プロジェクト経験が望ましい）
・Webアプリケーション、データベース、インフラに関する基本的な技術知識、利用経験
・高いプレゼンテーション、文章、コミュニケーション能力
・問題を特定するスキル、および問題を迅速かつ適切に解決するスキル
・プロフェッショナルな態度、アドビ全体の多様なチームとやり取りし、さまざまなチームを率い、CMOやCXOなどのクライアントマネージャ、ディレクタ、とコミュニケーションをとる能力
・顧客のビジネス目標達成に向け、異なる利害関係にある関係者をリードできる推進力
・プロジェクトメンバーの士気を上げ、プロジェクトゴールに向けて一体となって推進できるチームビルディング能力
・技術的な変更の影響を理解し、問題解決に向けての対策を明確に説明できる能力
【歓迎スキル】
・Webコンテンツ管理、リッチインターネットアプリケーション、Webとソーシャル分析、オンライン広告のターゲティング、コンテンツのパーソナライゼーションのうちの1つ以上をしっかりと理解し、それらを使用した経験。
・HTML、HTML5、XML、Java、WCM、Web分析、コンテンツターゲティングの知識
・アジャイル開発プロジェクトを管理する上での実務経験
・顧客との強い関係を築き、継続的にビジネス機会を生み出す能力
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
Take the plunge and jump in
Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together.
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
Official account of Jobstore.
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!
Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.
We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you!
Job Summary
As a Strategy and Operations Manager (SOM) will drive operational excellence within the Customer Success and Engineering Org. The SOM plays an integral role in building and maintaining strong, trust-based relationships with business partners across the organization to align people, processes, and systems throughout the Adobe ecosystem. The ideal candidate should be highly analytical and be able to engage with cross functional teams to drive forward insights and initiatives that will support our business goals.
What you’ll do
Liaise between global ops team and regional teams around global priorities, enablement, initiatives, processes, tools and reporting to drive deeper global alignment.
Partner with regional leaders to run the business as effectiveeffectively as possible, with a focus on performance to KPI’s, data insights and operational excellence.
Lead Pipeline reviews, transitions, and support sales hand off and resource management, with ongoing optimization and balancing of CSM/TAM coverage and account assignments.
Maintain and provide accurate forecasts for regional asks, needs for people, processes, and systems.
Inspect business performance to drive accountability, help maintain data hygiene and regional adherence to global processes, while providing feedback to help improve regional efficiencies.
What you need to succeed
Fully fluent in Japanese and English
Minimum 5 years related work experience in the Customer Success, Sales Operations, or interlinked functions, ideally in the software industry.
Strong proficiency in Excel, PowerPoint, and other Microsoft Products
Strong analytical aptitude and effective project management skills.
Strong planning, organizational and multitasking skills.
Hands on mentality, proactive, and great attention to detail.
Highly adaptive and resourceful during urgent business challenges and priorities.
Ability to work independently, learn quickly, be proactive, responsive, and able to work in a virtual team environment.
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
Take the plunge and jump in
Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together.
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
Official account of Jobstore.
