Digital Experience Manager

5 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Adobe Full time
About Adobe
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

The Support Service Manager will play a vital role in ensuring that our Ultimate Support plan customers receive seamless and personalized support services, resulting in flawless and extraordinary digital experiences.

This role requires strong collaboration with Ultimate support plan customers and internal Adobe technical teams to quickly resolve issues and improve clarity, provide support data, trend analysis, updates during service outages, and handle issues.

A key aspect of this role is building positive relationships with colleagues in Customer Engineering, Sales, Customer Success, and Adobe Consulting Services.

Key Responsibilities:

  1. Partner with the TAM to ensure a best-in-class customer support experience, starting with a smooth customer kick-off for new Ultimate customers.
  2. Collaborate with Support Engineers and Management to review customer issues daily.
  3. Provide high-quality updates that align with customer priority and business impact.
  4. Lead regular support case queue reviews with customer team members, ensuring accurate prioritization of issues, visibility on progress, latest updates, and next steps.
  5. Provide oversight and ownership of any critical support issues, offering ongoing and personalized customer management and updates through to resolution.
  6. Contribute to service reviews by focusing on the performance of technical support service delivery, identifying areas of success and opportunities for improvement.
  7. Define and maintain the Service Improvement Plan, communicating progress updates against agreed actions and collaborating with Support Delivery Managers to address identified areas.
  8. Conduct customer-specific RCA analysis following significant events and ensure the outcomes are provided to the customer in an official Customer Facing Statement.
  9. 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.

Requirements:

  • 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.
  • Strong mentoring and coaching skills enable team members to deliver their best. Focus on long-term sustainable strategic improvements over short-term results.
  • 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.
  • 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.
  • 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.

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