Our CompanyChanging 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!Creativity for AllAdobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us #2 on the 2023 Singapore Best Workplaces™.We’re proud to offer market leading employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career.We know that people are the differentiator in our business, and that's why we want to meet you.The roleAs a Sr. Support Service Manager (SSM), you will 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, you will establish positive relationships across various internal departments.What You will DoPartnering 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 HealthWhat you need to succeedBusiness Insight: Understand customer needs alongside Adobe's 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 record of accomplishment 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.Take the plunge and jump inLiking 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. We'd 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 an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.Adobe is proud to be an 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.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 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.
