Support Service Manager

at  Adobe

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 personalised support services to our Ultimate Support customers. The SSM is a critical role included as part our customer facing team for our Ultimate customers, focussing on a personalised support service that provides clear customer communications, regular updates, insights and guidance in collaboration with our Technical Account Managers.
A Support Service Manager (SSM) will coordinate and collaborate with customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved transparency 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 teams and Adobe Consulting Services organisations.
What You’ll Do

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 customers priority and business impact description and while collaborating 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 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 team our members to deliver their best. 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 passion, 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 extensive experience supporting high profile Enterprise customers and/or have successfully led a software and/or SaaS-based technical support team, 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 advantageous.
Excellent organisational skills: ability to prioritize, manage, multi-task and implement projects multi-functionally
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