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Account Services Representive

Account Services Representive

Adobe

1 - 4 years

8 - 12 Lacs

Noida

Posted:2 weeks ago| Platform:

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Skills Required

RCA Root cause analysis Customer management Focus Issue resolution Mentor Customer support Management Adobe Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Support Service Manager (SSM) , youll 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, youll establish positive relationships across various internal departments. What You ll Do: Key responsibilities include: 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. To succeed in this role, youll need: Business Insight : Understand customer needs alongside Adobes 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 track record 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. .

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www.adobe.com

Software Development

San Jose CA

10001 Employees

538 Jobs

Key People

Shantanu Narayen

Chairman, President and CEO
Dan Darnell

Executive Vice President, Finance
Megan Buntain

Senior Vice President, Global Customer Care
Anil Chakravarthy

Executive Vice President and General Manager, Digital Experience
John Goodman

Head of Product Management, Experience Cloud

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