Support Service Manager
6 days ago
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
We have a fantastic opportunity for a Support Service Manager in Riyadh, supporting our growth in the Middle East. This role is uniquely positioned to provide personalized support services to our Ultimate Support plan customers, ensuring their digital experiences are flawless and extraordinary.
The SSM will work with Ultimate support plan customers and internal Adobe technical teams to quickly resolve issues. They will also improve clarity, provide support data, trend analysis, updates during service outages, and handle issues. They will build positive relationships with colleagues in Customer Engineering, Sales, Customer Success, and Adobe Consulting Services.
What you'll do:
- Partner with the TAM to ensure a best-in-class customer support experience, starting with a smooth customer kick-off for new Ultimate customers.
- Collaborate with Support Engineers and Management to review customer issues daily.
- Provide high-quality updates that align with customer priority and business impact.
- Lead regular support case queue reviews with customer team members, ensuring accurate prioritization of issues, visibility on progress, latest updates, and next steps.
- Provide oversight and ownership of any critical support issues, offering ongoing and personalized customer management and updates through to resolution.
- Contribute to service reviews by focusing on the performance of technical support service delivery, identifying areas of success and opportunities for improvement.
- Define and maintain the Service Improvement Plan, communicating progress updates against agreed actions and collaborating with Support Delivery Managers to address identified areas.
- Conduct customer-specific RCA analysis following significant events and ensure the outcomes are provided to the customer in an official Customer Facing Statement.
- Responsible for providing Support Health data and insights to the Ultimate delivery team and helping evaluate and communicate the overall Technical Health of the customer.
- Business Insight: You need a high-quality business and strategic sense. You understand the need to balance customer needs alongside Adobe's business objectives and strategy.
- Strong problem-solving skills, forward-thinking, and experience working with data sets to identify common data trends.
- Recognizing the importance of being actively involved in providing top-notch support and promoting the value of the Ultimate Support Plan to maintain consistent service quality.
- Results Focus: Strong mentoring and coaching skills enable team members to deliver their best. Focus on long-term sustainable strategic improvements over short-term results.
- Influential: Consistent track record of working with, influencing, and leading virtual teams across a large global company.
- Experienced and effective in communicating with Director-level and above partners in Sales, Consulting, and Engineering.
- Strong Communication Skills: Business level proficiency in Arabic. Highly eloquent, capable of communicating plans and ideas in a compelling manner.
- Communicates with passion, energy, and enthusiasm.
- Skilled in handling urgent customer communications at the C-level, accurately completing resolution plans.
- Capable of building and presenting customer service reviews and setting expectations according to business decisions.
- Support Experience: Experience supporting high-profile Enterprise customers and/or leading a software and/or SaaS-based technical support team.
- Creative problem solver, passionate about customer success and premium service delivery.
- Experience in working together with various collaborators to achieve desired outcomes.
- Beneficial experience with developing and implementing Service Improvement Plans, ITIL, or incident management.
- Excellent organizational skills: Ability to prioritize, manage, multi-task, and implement projects across functions.
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 accommodations@adobe.com or call (408) 536-3015.
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