Manager, Customer SupportThe Company

Marketo, an Adobe Company, provides easy-to-use, powerful and complete marketing software that propels fast-growing small companies and global enterprises, turning marketing from a cost centre into a revenue driver. Marketo’s marketing automation and sales effectiveness software – including the world’s first integrated solution for social marketing automation – helps thousands of companies around the world streamline marketing processes, deliver more campaigns, generate more win-ready leads, and dramatically improve sales performance.

The Opportunity

We are looking for an innovative, team focused, and results driven Customer Support Manager. In this role, you will be responsible for overseeing one of our premium support teams of hardworking individuals in our Denver office. You will provide guidance for technical issues, exciting programs and account management. The ideal candidate for this position has successfully led a software and/or SaaS-based customer support team, is an innovative problem solver who is passionate about customer success, case deflection strategies, premium service delivery, and able to articulate the value of Engagement Marketing.

Key responsibilities

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver world-class customer experiences
• Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
• Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including: customer satisfaction, operating efficiency, and product quality
• Working cross-functionally to drive visibility and collaborate on process improvement, customer engagements, customer concerns and local business objectives
• Engaging in support of key accounts and escalation management
• Retain ownership over one or more global programs for the Support leadership team

Skills, experience & education

• Requires 4-year degree and minimum of 5 years of experience in a fast-paced, enterprise level, mission critical software support environment; or equivalent industry experience.
• Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Intuition For Business, and Technical Aptitude
• Act as a role model to others: sets an example of integrity, ethical behavior and professionalism. Maintain a positive, inclusive and fun work environment
• Excellent organizational skills -ability to prioritize, lead, multi-task and execute projects cross-functionally
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Confirmed experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email deliverability
• Familiarity with SaaS solutions a plus

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.