Support Services Manager

Our Company

Changing the world through digital experiences is what Adobes all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

Were 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!

Our Company
Changing the world through digital experiences is what Adobes all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
Were 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!

Position Summary
Are you a customer-focused professional? Apply for the Support Services Manager position at Adobe and contribute to our world-class support service for Ultimate Support plan customers. Work closely with our Technical Account Manager, maintain transparency, and implement effective solutions for customer satisfaction.

What Youll Do
Key aspects of this role include:

Partnering with the TAM and TSE to ensure a best-in-class customer support experience, starting with a smooth onboarding process for new Ultimate customers.

Conducting daily reviews of all assigned Ultimate customer issues, ensuring high-standard, frequent updates aligning with customer priorities and business impacts, in collaboration with Support Engineers and Management.

Leading regular support case queue reviews with customer teams, ensuring accurate prioritization and visibility of issues, progress, and next steps.

Providing oversight and ownership of critical support issues, delivering ongoing, personalized updates until resolution.

Contributing to service reviews, identifying areas of success and opportunities for improvement in technical support service delivery.

Defining and maintaining the Service Improvement Plan, communicating progress updates, and collaborating with Support Delivery Managers to address identified areas.

Conducting customer-specific RCA analysis following significant events and providing outcomes in an official Customer Facing Statement.

Delivering Support Health data and insights to the Ultimate delivery team, evaluating and communicating the overall Technical Health of the customer.

What you need to succeed
Business insight
You need a proven strategic sense and the ability to balance customer needs with Adobes business objectives. The ability to think creatively and anticipate future challenges is essential.
Results Focus
You possess strong mentoring and coaching skills, enabling team members to deliver their best. You focus on long-term sustainable improvements over short-term results.
Influential
A proven track record of working with, influencing, and leading virtual teams across a large global company. Effective communication skills, especially with Director-level and above partners in Sales,… For full info follow application link.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orient
ation, gender identity, disability or veteran status.