Director, Customer Care
Full Job Description
About Platform.sh
Platform.sh is a remote-first global workforce building a better cloud platform to create, manage and responsibly scale web applications.
As a collective with diverse backgrounds, we work together to test, innovate, and challenge one another, finding new ways to reimagine digital experiences. We’re here to help our customers thrive.
Bring your experience to our team, and help us build a better way.
Position Summary
The Director of Customer Care for Adobe is responsible for maintaining a high level of customer satisfaction, advocating for Adobe's strategic objectives within Platform.sh, and facilitating the discovery of additional strategic requirements. They work to create a more effective strategic partnership between Platform.sh and Adobe by expanding relationships, bringing Platform.sh's best practices to the table, and reducing complexity. This role requires passion for business strategy, business operations, and effective execution of strategic and product objectives, and is highly influential across the organization.
What you can expect
Build alignment between Adobe and executive leadership teams to implement strategic objectives.
Create transparency around status and key activities needed for both Platform.sh and Adobe’s success.
Promote clear responsibilities and ownership across Platform.sh and Adobe.
Ground conversations with Adobe in the broader context of the partnership, and promote collaboration.
Participate in an onsite quarterly business review to assess key business objectives, accomplishments, gaps, partnership status, upcoming goals, consulting status, and demonstrate ROI and value from their Platform.sh investment.
Lead weekly and monthly analysis calls for Platform.sh and Include detailed information about Platform as a Service (PaaS) use, service health, best practices, and opportunities for early access to product features.
Own internal communications end-to-end on behalf of VP of Enterprise Alliances, including all hands, written communications, and external presentations and interviews.
Keep a pulse across all facets of the business, transfer knowledge and the connect dots with appropriate team members across various functions
Lead internal planning processes and presentations (e.g. quarterly planning, board meetings, annual reviews, investor updates) with VP of Enterprise Alliances.
What you bring
A successful Director of Customer Care for Adobe Commerce should have various skills and qualifications that fulfill the prerequisites including:
Experience in the cloud computing/hosting industry
Strong understanding of current consumer behavior and technology advancements
Proven track record of building and maintaining strong relationships with clients and partners.
Exceptional problem-solving skills to help resolve account complaints or needs.
Excellent verbal and written communication skills to communicate product ideas
Up-to-date understanding of the industry's consumer behavior and technology advancements.
Time management and multitasking skills in order to handle multiple tasks and accounts at once
Strong organizational skills and attention to detail
Nice to have
Experience working and networking with the Magento Open Source Community.
Experience working with Adobe products and technologies
Demonstrated ability to identify and pursue new business opportunities
Ability to work effectively in a fast-paced, dynamic environment
Strong presentation and public speaking skills
Experience working with a globally distributed team.
What we bring as a team
We want to enable a long-term relationship with clients and Platform.sh, so we do not rush things with a prospect. Whenever possible we do not assume but confirm information and collect data before jumping to conclusions.
We help each other out, may it be help on a project or covering for colleagues whenever possible. We share information by default with all internal teams and prefer to work in the open.
We are the trusted advisors to our prospective clients. We come with a lot of knowledge but we are never afraid to say when we don’t know the answer (yet). Constant learning and improvement is our standard. It is our privilege to get to know new teams and technologies.
We don’t oversell a feature if it doesn’t solve the clients problems. We don’t promise solutions where the product doesn’t have one. If we make mistakes, we own them and help find solutions.
This is a remote job. Work from the North America region!
We’re a worldwide, distributed team looking for the best talent. Our remote model has been in practice and thriving since 2014. To us, remote work means flexibility and having truly diverse, global teams. A clear and concise written communication style is required for success in the role and the company. To maximize team collaboration with the team, this role is preferred in the Americas time zones.
Company benefits and perks
An innovative product you can believe in. We’re sustainably changing the way companies develop and manage their web applications
We’re voted as A Best Place to Work by 96% of our employees, Forbes Top 30 Companies for Remote Jobs, and in France Best Workplaces for Women
Hands on leadership that cares in a flexible, open work environment, where your voice is encouraged. We can always find ways to do better and look forward to hearing your ideas
A global team, rich with culture and diversity
Company-wide DE&I initiative that you can be a part of
Annual international company and team meetups (when we're not experiencing a pandemic)
Wellness stipend and Professional development budget
Office equipment budget
Fair PTO (standards based on location)
Inclusive parental leave (timeline based on location)
Healthcare, dental, and vision (US, CA, UK, and FR employees only)
Tandem – a pool of linguists from around the world willing to help each other work on learning new languages
Additional compensation for on-call ops and support employees
Company shares (discretionary)
Unlimited Platform.sh accounts
How we hire
We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.
You can expect 3 – 4 interviews on Google Meet. You will have the opportunity to meet with a variety of Platformers throughout the interview process. You’ll also have the opportunity to schedule virtual coffee chats with potential future peers to see if you can envision working together. Use interview and coffee time to make sure the company aligns with what you’re looking for in your future working environment.
Expect a higher number of interviews for director-level roles and above. All roles require background checks.
About our software
Platform.sh is a unified, secure, enterprise-grade platform to build, run, and scale fleets of websites and applications. We are trusted by 5500+ organizations globally to help create innovative digital experiences.