Support Service Manager

Position Summary

As a member of the Support Service Management team, we provide personalized support services to our Ultimate Support customers. The SSM is a critical role included as part our customer facing team for our Ultimate customers, focusing on a personalized support service that provides clear customer communications, regular updates, insights and guidance in collaboration with our Technical Account Managers.

A Support Service Manager (SSM) will coordinate and collaborate with customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved clarity during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success teams and Adobe Consulting Services organizations.

What You’ll Do

Key aspects of this role include the following activities:

• Partners with the Technical Account Manager (TAM) to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
• Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customers priority and business impact description and while collaborating with Support Engineers and Management team
• Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps
• Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
• Contributes to the service review, focusing on performance of the technical support delivery provided during the review period, identifying areas of success and opportunities for improvement
• Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
• Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
• Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer

What You Need to Succeed

Business Insight

• Must have a high-quality business and strategic sense.
• Ability to understand the need to balance "customer needs" alongside Adobe's business objectives and strategy.
• Possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends.
• Appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality.

Results Focus

• You have with strong mentoring and coaching skills enabling team our members to deliver their best.
• Focus on long term sustainable strategic improvements in favor of short-term results.

Influential

• Proven track record of accomplishments working with, influencing and leading virtual teams across a large global company.
• Expert and effective in presenting to Director and above partners in Sales, Consulting and Engineering.

Strong Interpersonal Skills

• Highly articulate and presents plans and ideas in a compelling manner.
• Communicates passion, energy and enthusiasm.
• Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
• Able to build and communicate customer service reviews and set expectations according to business decisions.
• Proficiency in Spanish and English languages required to optimally engage with clientele and team members.

Support Experience

• You will have extensive experience supporting high profile Enterprise customers and/or have successfully led a software and/or SaaS-based technical support team, are a creative problem solver who is passionate about customer success and premium service delivery.
• You have experience in and enjoy collaborating with a wide range of team members in order to meet key performance indicators.
• Experience with developing and implementing Service Improvement Plans, ITIL or incident management would also be helpful.
• Excellent organizational skills involve prioritizing, managing, multitasking, and implementing projects across different functions.