Support Service Manager – R144156

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!

Position Summary

As a member of the Support Service Management team, we provide a personalised support service to our Ultimate Success plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers, focusing on the provision of a personalised support service that provides clear customer communications, regular updates, insights and guidance in collaboration with the Technical Account Manager.

The Support Service Manager (SSM) will coordinate and collaborate with Ultimate Success plan customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved visibility during issue resolution, regular support experience data and trend analysis, personalised updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success and Adobe Consulting Services organisations.

What You’ll Do

Key aspects of this role include the following activities:

Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customer priority and business impact description and in collaboration with Support Engineers and Management team
Leads regular support case queue reviews with the customer team members, ensuring accurate prioritisation of issues, visibility on progress and latest updates as well as next steps
Provides oversight and ownership of any critical support issues and provides ongoing and personalised customer management and updates through to resolution of the issue
Contributes to the service review, focussing on performance of the technical support service delivery provided during the review period, identifying areas of success and opportunities for improvement
Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer

What you need to succeed

Business Insight

You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe’s business objectives and strategy. You possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends.

You appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality.

Results Focus
You have with strong mentoring and coaching skills enabling the team to deliver their best. You focus on long term sustainable strategic improvements in favour of short-term results.

Influential
Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.

Strong Communication Skills
Highly articulate and presents plans and ideas in a compelling manner.

Communicates with energy and enthusiasm.
Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
Able to build and communicate customer service reviews and set expectations according to business decisions.

Support Experience
You will have experience supporting high profile Enterprise customers or managing customer success and are a creative problem solver who is passionate about customer success and premium service delivery.

You have experience in and enjoy collaborating with a wide range of team members in order to meet key performance indicators.

Experience with developing and implementing Service Improvement Plans, ITIL or incident management would also be beneficial.

Excellent organisational skills: ability to prioritize, manage, multi-task and implement projects multi-functionally

Diversity & Inclusivity:

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 [email protected] 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.