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  • Manager, Technical Support Tokyo
  • Adobe in Tokyo, , Japan
  • jobs
  • 3 days ago

jobs description

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! 

The Opportunity

As the leader of the Document Cloud team for Japan and the APAC region, you will be managing a team of Technical Support Engineers who supports our largest and most strategic customers.

This role requires a leader who can empower team to achieve dedication in both Premium and Standard support services, while also improving employee engagement and growing the business of support services.

What You’ll Do
• Directly manage Japan and APAC regional technical group supporting Document Cloud products.
• Drive team objectives and meeting performance goals.
• Manage Partners who deliver front line support for Enterprise space.
• Coach the team to consistently deliver exceptional customer experiences.
• Establish quarterly individual and team goals and provide ongoing performance feedback and coaching.
• Address potential business opportunities in support by promoting and proposing higher levels of service both internally and externally.
• Drive strategic plans to improve employee engagement within the team.
• Attract, hire, and retain top talent for each functional role.
• Engage in support of key accounts and critical issue management.
• Own and drive several global improvement programs or initiatives.
• Collaborate across global teams to drive process improvements, address customer concerns, and refine regional business objectives.
• Partner with the Customer Success and Sales team to align Support efforts to local sales and retention objectives.
• Establish relationships with Product, Engineering, Customer Success, Sales and other teams to develop and improve customer experience and outcomes.

What You Need To Succeed
• Minimum of 3 years of experience leading technical support team.
• Proven track record to lead and build impactful teams with a focus on continuous improvement, growth mindset, proactive efforts, and teamwork.
• Strong ability to handle tactical elements of the day-to-day support operation while aligning with business objectives and our value.
• Business insight to drive premium support program to contribute to corporate revenue.
• Language proficiency (Japanese: Native Level, English: Business Level)

Competencies
• A strong leader without ego who can encourage and overcome challenges.
• Ability to translate leadership’s vision into actionable and relevant activities and initiatives.
• Ability to identify and develop talent.
• Collaboration and influence abilities within cross-functional teams.
• Ability to work in a matrix organization.

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 [email protected] 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
Tokyo Japan

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