Adobe Operations Co-ordinator

Bytes Software Services; Leatherhead; Hybrid; GBP 25,000 - 45,000; Full time

Job description

Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.

At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing.

• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London and Manchester
• 25 days holiday per annum plus bank holidays and Christmas period
• Excellent learning and development opportunities
• Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
• Company wellbeing and social events
• Sports and social clubs
• Incentive trips
• Employee Assistance Programme
• Discounted private healthcare
• EV scheme and Ride to Work scheme
• Winners of an array of industry awards
• Great Place to Work Certified
• Sunday Times Top 100 Best Places to Work
• Supporters of 85+ charities with strong commitment to diversity and sustainability

POSITION DETAILS:

Position Title: Adobe Operations Co-Ordinator

Reports to: Head of Central Operations

Team: Adobe Operations

Department: Central Operations

PURPOSE OF JOB:

To deliver exceptional administrative support to our account management teams and customers by overseeing specific Adobe tasks, ensuring timely completion, and adhering to established processes to achieve operational excellence and efficiency.

To drive annual growth in Adobe revenue by identifying upsell opportunities, overseeing the entire renewals process and assisting internal teams in meeting or exceeding targets.

KEY RESPONSIBILITIES:

• Manage Renewals Process: Oversee the end-to-end renewals process for Adobe products, ensuring timely and accurate completion.
• Identify Upsell Opportunities: Proactively seek and capitalise on opportunities to upsell additional Adobe products and services to existing customers.
• Support Internal Teams: Collaborate with internal teams to help them achieve and exceed their sales targets.
• Administrative Support: Provide high-level administrative support to account management teams, ensuring all Adobe-related tasks are handled efficiently.
• Customer Support: Assist customers with their Adobe-related enquiries and issues, ensuring a high level of customer satisfaction.
• Process Adherence: Ensure all processes are followed correctly to maintain operational excellence and efficiency.
• Reporting and Documentation: Maintain accurate records and documentation of all renewals, upsell activities, and customer interactions.
• Continuous Improvement: Identify areas for process improvement and implement changes to enhance efficiency and effectiveness.

INDIVIDUAL RESPONSIBILITIES:

• Be the primary point of contact for incoming Adobe queries and requests from customers and internal departments, ensuring responses are provided within our standard 4-hour SLA.
• Generate, monitor, and follow up on all quotations, and manage customer notifications for all contractual renewals.
• Ensure accurate processing of all orders and invoicing in accordance with operational procedures.
• Advise customers on licensing procedures and discuss purchasing options.
• Register deals for qualifying opportunities and understand how to maximise gross profit.
• Train customers and new starters on vendor portals and manage these.
• Provide team coverage as needed.
• Attend training sessions, webinars, and annual review meetings with Adobe.
• Generate additional business opportunities through strong customer relationships.
• Inform the Sales team of any changes in Adobe procedures, pricing, and promotions.
• Act as the central contact point for internal teams, including Accounts, Purchasing, and Sales.
• Update internal systems to ensure compliance and notification about agreement expirations.
• Serve as the escalation point between Bytes and Adobe.
• Collaborate with the internal Adobe BDM to identify and record upsell opportunities.
• Upload accurate price lists promptly.
• Maintain a strong relationship with the Adobe Partner Account Manager through regular communication.
• Support team members during busy periods and assist with training.

WIDER TEAM NETWORK:

Internal:

• Sales, Services & Solutions, Legal, Purchasing and Accounts

External:

• Working directly with Adobe & customers

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

DESIRABLE:

Other Requirements:

• Good understanding of IT (specifically software) and Business IT challenges

DESIRABLE:

• Interest in acquiring further knowledge to help progression within the role

DESIRABLE:

• Desire to assist in the growth of the team and Adobe business

ESSENTIAL:

• Highly organised with exceptional time management skills.
• Precision and attention to detail are crucial.
• Performs well under pressure and meets deadlines effectively.
• Outstanding verbal and written communication skills, essential for customer service and client interactions.
• Self-driven and capable of taking responsibility.
• Strong commercial insight with the ability to shape and drive business outcomes for positive results.