Conor Cuddihy

Senior Manager, Global Escalations @Adobe

Leads a team of globally distributed Escalation Resolution Managers resolving escalated customer situations • Drives the escalation resolution process and improvements to the process • Builds strong relationships with key partners from Customer Engineering and Customer Success • Build relationships across the Adobe Digital Experience ecosystem • Defines, collects, analyses and shares regional metrics and themes with Adobe leadership and peer groups to ensure key findings are actioned to prevent future escalations • Recruits, hires, trains and nurtures ERMs and provides proactive coaching • Is the subject matter expert on customer situation resolution, sharing knowledge with peer teams across Adobe • Maintains a functional understanding of all Adobe Digital Marketing products