Support Service Manager

Role Overview: As a Support Service Manager at Adobe, you will be a key member of the Support Service Management team, responsible for providing personalized support to Ultimate Support plan customers. Your role will involve coordinating with internal technical teams and ensuring expedient issue resolution while maintaining transparency and communication with customers. Key Responsibilities: - Partner with the Technical Account Manager (TAM) to deliver best-in-class customer support and ensure a smooth onboarding experience for new Ultimate customers. - Review and prioritize customer issues on a daily basis, providing high-quality updates aligned with customer priorities and business impact descriptions. - Conduct regular support case queue reviews with the customer team, ensuring accurate issue prioritization and visibility on progress. - Take ownership of critical support issues, providing personalized customer management and updates until resolution. - Contribute to service reviews, identifying areas of success and improvement opportunities in technical support delivery. - Define and maintain the Service Improvement Plan, collaborating with Support Delivery Managers to address identified areas. - Perform customer-specific Root Cause Analysis (RCA) after significant events and provide outcomes in an official Customer Facing Statement. - Provide Support Health data and insights to the Ultimate delivery team, evaluating and communicating the overall Technical Health of the customer. Qualifications Required: - A degree in Computer Science, Information Technology, Business Administration, or a related field is preferred. - Strong written and verbal communication skills, capable of handling C-level customer communications and creating action plans. - Experience in the Customer Service industry, particularly with Enterprise customers. - Familiarity with Digital Marketing, ITIL principles, and incident management would be an added advantage. - Excellent organizational skills with the ability to prioritize, manage tasks, and implement projects efficiently. (Note: Additional details about the company were not provided in the job description.) Role Overview: As a Support Service Manager at Adobe, you will be a key member of the Support Service Management team, responsible for providing personalized support to Ultimate Support plan customers. Your role will involve coordinating with internal technical teams and ensuring expedient issue resolution while maintaining transparency and communication with customers. Key Responsibilities: - Partner with the Technical Account Manager (TAM) to deliver best-in-class customer support and ensure a smooth onboarding experience for new Ultimate customers. - Review and prioritize customer issues on a daily basis, providing high-quality updates aligned with customer priorities and business impact descriptions. - Conduct regular support case queue reviews with the customer team, ensuring accurate issue prioritization and visibility on progress. - Take ownership of critical support issues, providing personalized customer management and updates until resolution. - Contribute to service reviews, identifying areas of success and improvement opportunities in technical support delivery. - Define and maintain the Service Improvement Plan, collaborating with Support Delivery Managers to address identified areas. - Perform customer-specific Root Cause Analysis (RCA) after significant events and provide outcomes in an official Customer Facing Statement. - Provide Support Health data and insights to the Ultimate delivery team, evaluating and communicating the overall Technical Health of the customer. Qualifications Required: - A degree in Computer Science, Information Technology, Business Administration, or a related field is preferred. - Strong written and verbal communication skills, capable of handling C-level customer communications and creating action plans. - Experience in the Customer Service industry, particularly with Enterprise customers. - Familiarity with Digital Marketing, ITIL principles, and incident management would be an added advantage. - Excellent organizational skills with the ability to prioritize, manage tasks, and implement projects efficiently. (Note: Additional details about the company were not provided in the job description.)