Mgr, Technical Support

As a Senior Manager, Technical Support at Adobe, your role is to lead a high-performing team focused on delivering world-class service for Adobe's products and solutions. Your responsibilities include: - Partner Enablement & SPOC: - Empower partners to deliver exceptional customer experiences and achieve shared business goals. - Provide frameworks, insights, and operational support to partners. - Customer Experience & Execution: - Drive partner performance to achieve Individual Partner Targets (IPT) such as ARR, customer experience, and operational KPIs. - Collaborate with internal teams to execute joint business plans and campaigns. - Change Leadership & Strategic Alignment: - Lead change initiatives to improve partner engagement and operational efficiency. - Align partner strategies with organizational goals and communicate updates effectively. - Performance Insights & Reporting: - Establish and monitor KPIs/SLAs to identify trends and areas for improvement. - Provide regular business reviews and actionable insights to partners and internal leadership. - Relationship Building & Escalation Management: - Build and maintain strong relationships with partner leadership teams. - Act as an escalation point for critical or sensitive partner issues, collaborating with internal teams for resolution. - Collaboration with Product and Engineering: - Influence roadmap priorities by championing voice-of-the-customer insights. - Drive initiatives to scale support operations through knowledge management, self-service tools, and automation. - Define a long-term vision for intelligent, data-driven support balancing human and AI-delivered service models. Qualifications required for this role include: - Education: - Graduate from a reputed UGC-recognized university or equivalent global standard; MBA preferred. - Understanding of customer journey mapping and lifecycle engagement strategy. - Preferred ITIL, Six Sigma, or support process certifications. - Experience: - 12+ years of experience in technical support, customer success & sales in a SaaS environment, including 5+ years in a leadership capacity managing in-house & outsourced Partners. - Proven ability to drive business impact through partner engagement and performance strategies. - Strong collaboration skills and experience working cross-functionally with GTM, Product, and Operations teams. - Skills: - Deeply invested in delivering exceptional customer experiences. - Adept at building relationships across departments and influencing outcomes without direct authority. - Strong organizational skills with attention to detail and ability to prioritize in a dynamic environment. - Ability to influence outcomes without direct authority and navigate ambiguity effectively. - Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud). - Familiarity with Windows, iOS, Android, and MacOS environments.,