Support Service Manager
Support Service Manager
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Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything 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
As a member of the Support Service Management team we provide a personalised support service to our Ultimate Support plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers focussing 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 support plan 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 and Adobe Consulting Services organisations.
What Youll 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 highquality business and strategic sense. You understand the need to balance Customer needs alongside Adobes business objectives and strategy. You possess strong problemsolving skills are forwardthinking 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 our team members to deliver their best. You focus on long term sustainable strategic improvements in favour of shortterm 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 Clevel urgent customer communications creating resolution plans and ensuring accurate 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 SaaSbased 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 stakeholders 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 multitask and implement projects multifunctionally
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting) the application window will remain open until at least 12:01 AM Pacific Time in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location no specific application window applies and the posting may close at any time based on hiring needs.Our compensation reflects the cost of labor across several U.S. geographic markets and we pay differently based on those defined markets. The U.S. pay range for this positionis $102300 $191200 annually. Paywithin this range varies by work locationand may also depend on jobrelated knowledge skillsand experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.At Adobe for sales roles starting salaries are expressed as total target compensation (TTC base commission) and shortterm incentives are in the form of sales commission plans. Nonsales roles starting salaries are expressed as base salary and shortterm incentives are in the form of the Annual Incentive Plan (AIP).
In addition certain roles may be eligible for longterm incentives in the form of a new hire equity award.
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.Adobe is proud to be anEqual Employment Opportunityand 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 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 emailor call.
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 others employees.
Required Experience:
Manager
Employment Type
Full-Time
