Escalation Resolution Manager
The Escalation Resolution Manager (ERM) plays a key role in proactively ensuring the de-escalation and ongoing satisfaction of Adobe's enterprise customers by leading the most critical customer engagements. Our main task is the implementation and ongoing execution of the Global Critical Situation Management Program along with tactical issues that may arise through the existing framework. Build detailed Communication Plans, testable Exit Criteria and complex Project Plans to achieve them. Rapidly mobilize the needed teams across the Adobe enterprise. Actively communicate to external customers and partners; and, internal executive leaders on resolution progress and outcomes. Review the post-escalation situation a few months after resolution in order to prevent any re-escalation. This position offers the opportunity to develop and improve Adobe's customer experience in a customer centric field role.
Demonstrated 5 years of validated experience leading projects in a consulting and/or technology professional services organization
Demonstrate leadership skills to drive a team across diverse and disparate locations that are outside your direct chain of command, with a different agenda
Ability to work without immediate direction in a fast-paced team environment to resolve our customer's concerns
Ability to frame and communicate technical issues to a broad constituency including engineers and executive level management
MS Word
Consulting Skills
Record Keeping Skills
Creative problem-solving skills
Time Management Skills
MS Excel skills
Prioritizing skills
Attention to detail and accuracy
Verbal and Written Communication
Multi tasker
Flexibility and adaptability
Driven for excellence
According to JobzMall, the average salary range for a Escalation Resolution Manager in 15300 Ventura Blvd, Sherman Oaks, CA 91403, USA is between $86,000 and $117,000 per year.
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Adobe Systems, Inc. engages in the provision of digital marketing and digital media solutions. It operates through the following segments: Digital Media, Digital Marketing, and Print and Publishing. The Digital Media segment offers creative cloud services, which allow members to download and install the latest versions of products, such as Adobe Photoshop, Adobe Illustrator, Adobe Premiere Pro, Adobe Photoshop Lightroom and Adobe InDesign, as well as utilize other tools, such as Adobe Acrobat. The Digital Marketing segment offers solutions, including analytics, social marketing, targeting, media optimization, digital experience management, and cross-channel campaign management, as well as premium video delivery and monetization. The Print and Publishing segment offers legacy products and services for eLearning solutions, technical document publishing, web application development, and high-end printing.
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