Senior Manager Document Cloud Customer Experience
Adobe Systems Incorporated
Noida
32d ago

The Challenge

Adobe Customer Experience Community team is looking for a talented Sr. Manager with experience in document management and signature technologies.

You will lead the creation of new programs, messaging and programmed content to grow and nurture the Document Cloud community.

This key leader, that is you, will be responsible for driving community engagement and discoverability including creation and curation of specific content streams that will help drive down phone and chat support cost.

You will lead a cross functional team of Subject Matter Experts, Content Strategists, Content leads, Community Managers and automation experts to help define the roadmap, build customer journeys and create programs that support customer and partner engagement across surfaces including forums, social and help content.

You need to have a transformative mindset, a can-do approach, with a demonstrated ability to run multiple programs with varied skillsets at different timelines.

You have a curiosity to learn, imagination to conceive and execution to scale existing and new programs. You will grow the pool of engaged users in the community to help answer questions and create new content as needed.

You will change the mindset from just-in-case question answers to meaningful engagements that help in faster onboarding, learning retention and user participation.

You tap on community skills to take community forward.

You represent a growing billion dollar plus line and are always abreast with the march of technology. You partner with Product Management and Product Marketing leaders to understand the GTM, and then plan creation of essential content and curate available content to have larger community offering.

You are the master of create-curate-engage-gamify-scale game. As the person connecting with users at large, you are the face of customer experience when sharing insights that help the product teams define the future of Document Cloud.

What you’ll do

  • Define the target audience in the Document Cloud space. Build a deep understanding of and empathy with the audience. Define the key attributes and motivations of users, experts and enterprises, and communicate those to the rest of the team.
  • Provide crisp and efficient messaging across various support surfaces, including but not limited to Help, forums, messaging platforms.
  • Define Adobe’s customer success strategy in the Document Cloud, including business strategy and KPIs, RTM, and geographic areas of focus.
  • Partnering tightly with other strategists, decide where Customer Experience team should place its bets, work with partner teams behind those key bets, and set clear KPIs to ensure those bets meet and beat targets.

  • Rally the team behind the strategy and communicate the strategy to internal and external stakeholders.
  • Create new community engagement programs and content curation programs and ensure that those are executed in a timely and structured manner.
  • When new content is required, follow standard data and insights practices to prioritize creation of said content. Ensure technical accuracy.
  • Create content for efficient consumption from product and search engines.

  • Work on building out an incentives program for engaged community members to drive higher peer to peer conversations and create new content.
  • Lead and manage of team of 7-10 people and work on incremental career opportunities of super-specialists in content and community
  • Continuously interact with the Product, Marketing and Engineering leaders to share insights, drive shared initiatives and with other senior leaders in the customer support organization
  • Success metrics

    You will be measured on the health of the community including growth in the number of members, engagement of those members with the product and driving down the cost of phone and chat support

    Qualifications

  • You have 10+ years of community / content experience in increasing levels of responsibility. You have worked on incrementally challenging assignments on digital / social media-
  • based product support; 5+ years management experience including both direct reports and cross functional teams

  • You are an expert both creating and curating content from multiple sources internally and externally; experience overseeing the content development process for technical publication, social content, video, etc.
  • You are not a person who just tells what to do; but also, the person who works to make things right and then scale and perfect the right.

  • You need to have a strong track record in creating, deploying, and refining social channels and experiences and know how to drive business impact while effectively partnering with other teams to distribute content and measure success
  • You come with a customer-first mindset and you love technology. You thrive in an uncertain world of surprises and speed.
  • You have mastered an agile methodology.

  • You eat and sleep data. You use data-driven approach to foster rigor and discipline in all that we do, to provide evidence for program success and return on investment.
  • Bachelor’s degree.

    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.

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