EMEA Vendor Manager

Our CompanyChanging 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! The opportunityFrom the moment you wake up in the morning until you go to bed at night consider the media youconsume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.We have a fantastic opportunity for an EMEA Vendor Manager to join our Creative Cloud Support team based in Bucharest.This role is responsible for the relationship with our outsource partners in various locations and delivering a world class support experience to our customers. This person is our partners main point of contact for day-to-day operations and has excellent business and communication skills. They work with partners, senior management, peers and EMEA wide stakeholders to develop and implement mutually agreeable solutions.Adobe is a fast-paced environment and our passion for our customers’ success means we are focused on what customers need and expect from Adobe. The ideal candidate for this role will be customer centric, looking for new and innovative ways to enhance our customer experience.This role reports to the Group Manager for EMEA Customers Services.What you'll do:Manage the relationship and operations of service delivery vendor partners.Deliver an exceptional customer experience through exceeding KPIs (Key Performance Indicators) effectively.Deliver key customer, market insights, and find innovative ways to drive improvements across the global Customer Experience team.Provide consistent communication between Adobe and Partners, so that any service issues are highlighted, recommendations made and targets achieved through negotiation and prioritization.Work with stakeholders to design and agree service protection strategies.Provide valuable input into a long-term resource plan for customer service delivery.Review performance and forecast accuracy and devise an action plan as necessary for the current day/week. Identify any reasons for failure of an SLA (Service Level Agreements) and implement solutions.Design and develop new ways of working with the Adobe internal teams to support best in class customer experience.Strive to exceed targets and empower our customers and partners.Experience in managing projects end to end a bonus.Some travel will be required for this role.What you'll need to succeed:A minimum of 5 years in Vendor Management of customer service or technical support Operations, preferably in technology or a related industry.Experience within complex, fast paced environments, working with EMEA languages and multiple sites.Experience in contact center WFM, workflows, processes, and real-time technologies.Proven ability to appropriately gather, integrate and interpret data then utilize arrange a range of analytical tools to constructively challenge and test assumptions to identify improvements.Ability to tailor complex information to the appropriate level for an audience.Ability to work within a team and manage / prioritize workload effectively, managing expectations with key stakeholders.Analytical and logical thinker with the ability to apply creative solutions to resource constraints.Proficiency in excel with experience in reviewing dashboardsCross-team coordination, project management and excellent presentation skills will be key to success.Nice to have:Degree level or higher qualification in a business-related field.2nd European language a plus.Experience using Adobe Creative Cloud products.Technical expertiseAs our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll 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, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.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.