Location
Noida | India
Job description
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 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 You’ll Do
Key aspects of this role include the following activities:
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 our team members 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
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 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, multi-task and implement projects multi-functionally
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.
Job tags
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