The role
As 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 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 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.
