support service manager

Position Overview:

• Customer Support Coordination

  : Partner with the TAM to deliver best-in-class customer support, ensuring smooth onboarding for new Ultimate Support customers and maintaining a high standard of communication throughout.

• Issue Management

  : Review all assigned Ultimate customer issues daily, ensuring timely and accurate updates based on customer priority and business impact. Collaborate with Support Engineers and Management teams to ensure efficient resolution.

• Support Case Reviews

  : Lead regular support case reviews with the customer team, ensuring accurate prioritization of issues, visibility on progress, and clear next steps.

• Critical Issue Oversight

  : Take ownership of any critical support issues and provide ongoing personalized management and updates until resolution.

• Service Reviews

  : Contribute to the service review process, focusing on the performance of technical support services and identifying opportunities for improvement.

• Service Improvement Planning

  : Define and maintain a Service Improvement Plan (SIP), working closely with Support Delivery Managers to address areas for improvement and track progress against agreed actions.

• Root Cause Analysis (RCA)

  : Conduct customer-specific RCA analysis following significant events, providing official Customer Facing Statements with outcomes.

• Support Health Insights

  : Provide insights and data on the technical health of the customer, helping evaluate the overall effectiveness of support services.

What You Need to Succeed:

• Business Insight

  : A deep understanding of balancing customer needs with Adobes business objectives, combined with strong problem-solving abilities and a forward-thinking approach.

• Results Focus

  : A proven ability to mentor and guide teams, focusing on long-term improvements rather than just short-term results.

• Influence and Leadership

  : Experience working with virtual teams across global organizations and effectively communicating with senior leadership in Sales, Consulting, and Engineering.

• Communication Skills

  : Strong written and verbal communication skills, with the ability to articulate ideas clearly and with passion. Capable of managing urgent C-level communications and developing resolution plans.

• Support Experience

  : Extensive experience supporting high-profile enterprise customers, with a strong passion for customer success and delivering premium service.

• Organizational Skills

  : Exceptional ability to prioritize, manage multiple tasks, and implement projects across various teams.

Qualifications & Skills:

• A degree in Computer Science, Information Technology, Business Administration, or a related field is preferred.
• Experience in customer service, especially in managing enterprise-level accounts.
• Familiarity with digital marketing, ITIL principles, and incident management is advantageous.
• Ability to handle C-level communications and develop action plans to resolve issues.

Work Hours