Partner Customer Advocate II

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!

The Opportunity

Join Adobe as a Partner Customer Advocate II, where you will play a key role in delivering impeccable customer service to our Solution Partner Program members. Our outstanding team ensures the ongoing success of our partners' businesses and projects, encouraging confidence in Adobe's world-class solutions!

In this role, you will handle inbound issue reception, triage, and analysis, diagnose and identify resolutions, and communicate effectively with customers. You will conduct trend analysis and evaluate current processes to improve our support resources. As a subject matter expert, your insights will be invaluable in new projects and educational initiatives.

What you'll Do

• Monitor the SPP Help Team support queue and respond to inquiries from Partners and internal customers.
• Participate in Live Chats to provide Partner support, striving to build an outstanding Partner experience.
• Call and email new Partners to welcome them to the program, offering program information, answering questions, providing referrals, and general assistance to ensure they are successfully onboarded.
• Manage the setup and maintenance of various program benefits.
• Develop and maintain an internal blocking issue matrix.
• Update the program team with any unresolved questions/issues identified by Partners during onboarding, ensuring online resources are updated.
• Develop and maintain responses to FAQs.
• Prepare daily reports listing new Partners and build daily call logs for onboarding Partners from these reports.
• Provide weekly, quarterly, and yearly reports on the status of the Onboarding program to management.
• Recommend corrections and improvements to Adobe Solution Partner Program Portal to enable better self-service.
• Suggest instructional materials and communications that enable better self-service.
• Make outbound calls/emails to partners to notify them of upcoming events, campaigns, etc., and confirm participation.
• Conduct outbound calls/emails to partners for routine maintenance of partner profile data.

What you need to succeed

• 2-4 years of prior experience in customer service, preferably chat and emails.
• Excellent written and verbal communication skills.
• A customer-focused approach.
• The ability to effectively influence and communicate cross-functionally with both internal collaborators and external partners.

At Adobe, you will be immersed in an outstanding work environment recognized globally on Best Companies lists. You will be surrounded by colleagues committed to helping each other grow through our outstanding Check-In approach, where ongoing feedback flows freely.

Join us in crafting outstanding digital experiences!

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.

Experience Level

Mid Level