Support Services Manager

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!

Creativity for All

Adobe is a place where exceptional people work dont just take our word for it our employees have recently voted us on the Great Place to Work list again for the 10th consecutive year!

Were proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance global days off wellness fund market-leading parental leave access to our Employee Stock Purchase Program and programs designed to help continue to build your career.

We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy employee and community engagement.

We know that people are the differentiator in our business and thats why we want to meet you.

The Opportunity

As a Support Service Manager (SSM) youll provide personalized support to our Ultimate Support plan customers ensuring clear communication regular updates and seamless collaboration with Technical Account Managers (TAMs). Your role involves coordinating with both customers and internal Adobe teams to expedite issue resolution and enhance transparency. Additionally youll establish positive relationships across various internal departments.

What youll do

• Partnering with TAMs to deliver top-notch customer support starting with smooth onboarding for new Ultimate customers.
• Reviewing daily Ultimate customer issues ensuring high-quality updates aligned with priority and business impact.
• Leading support case queue reviews ensuring accurate prioritization and progress visibility.
• Providing oversight for critical support issues delivering personalized customer management until resolution.
• Contributing to service reviews identifying successes and areas for improvement.
• Defining and maintaining the Service Improvement Plan communicating progress updates.
• Conducting customer-specific Root Cause Analysis (RCA) post-significant events.
• Providing Support Health data and insights to the Ultimate delivery team aiding in evaluating customer Technical Health.

What you need to succeed

• Business Insight: Understand customer needs alongside Adobes business goals with strong problem-solving skills and experience analyzing data trends.
• Results Focus: Mentor and coach team members prioritizing long-term strategic improvements over short-term results.
• Influence: Demonstrate a track record of leading virtual teams globally effectively communicating with senior stakeholders.
• Strong Communication Skills: Articulate plans and ideas effectively showing passion and handling urgent customer communications.
• Support Experience: Extensive experience supporting high-profile Enterprise customers or leading technical support teams with a focus on customer success and collaboration.
• Organizational Skills: Ability to prioritize manage and implement projects effectively across multiple functions.

Adobe for All

Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included were committed to fostering a diverse and inclusive workplace for all.

Take the plunge and jump in

Liking what you have read and keen to jump in Thinking you might not have all the skills we are looking for Just take the plunge and apply we know that by bringing together a diverse group of people we become so much better together. Wed love to see where we can help drive Creativity for All together.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Adobe is proud to be anEqual Employment Opportunityemployer. 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.

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