Snr Mgr, Technical Support

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!

Role Overview

A forward-thinking and experienced Senior Manager, Technical Support to lead a high-performing team focused on delivering world-class service for Adobe's Products & solutions while driving strategic partner relationships and customer experience. This role blends relationship management, change enablement, and sales execution, creating an experience-centric culture in Tech Support that fosters growth, operational excellence, and measurable business impact.

Key Responsibilities :

• Customer Experience & Execution

  Drive Tech Support performance to deliver goals Targets, including ARR, customer experience, and operational KPIs. Collaborate with internal GTM, PM and PMM teams to execute joint business plans and campaigns.

• Change Leadership & Strategic Alignment

  Lead change initiatives to improve overall Customer experience and operational efficiency. Align the Team with organizational goals and communicate updates effectively across stakeholders.

• Performance Insights & Reporting

  Establish and monitor KPIs/SLAs, leveraging analytics to identify trends and areas for improvement. Provide regular business reviews and actionable insights to partners and internal leadership.

• Relationship Building & Escalation Management

  Collaborate cross-functionally with Product and Engineering to influence roadmap priorities - Champion voice-of-the-customer insights on Tech issues to drive product experience

• Drive initiatives to scale support operations, including knowledge management, self-service tools, and automation.

• Define a long-term vision for intelligent, data-driven support, balancing human and AI-delivered service models.

What You'll Need to Succeed

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 like MCP, CCNA etc

Experience Skills

• Solid technical fluency to interpret top Tech issues, understand product architecture, and partner effectively with engineering teams.
• Collaborate cross-functionally with Product Managers and Engineering to influence release roadmap priorities - Champion voice-of-the-customer insights on Tech issues to drive product experience
• 12+ years of experience in technical support, customer success & sales in service within a SaaS environment, including 5+ years in a leadership capacity managing in-house Tech Support Operations.
• Ability to influence Product NPS by lowering Conversations per MAU through tech-enabled workflows, intelligent automation, predictive issue detection, and proactive prevention strategies that reduce in-app friction before customers ever experience it.
• Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud).
• Familiarity with Windows, iOS, Android, and MacOS environments

Success Measures - KPIs

• Growth - Value added delivery (Revenue & ARR)
• Customer experience - CSAT NPS
• ARD (Average Res Days)
• SLA Compliance - SL & Abd
• Conversion Rate (Upsell/Cross-sell)
• Operational Efficiency Metrics - AHT CPH

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