Senior Support Service Manager @ Achieve High

Job Description

JOB LEVEL P40 EMPLOYEE ROLE Individual Contributor Position Summary As a member of the Support Service Management team, we provide a personalised support service to our Ultimate Support plan customers. The SSM is a critical role included as part of the customer facing team for our Ultimate customers, focussing on the provision of a personalised support service that provides clear customer communications, regular updates, insights and guidance in collaboration with the Technical Account Manager. The Support Service Manager (SSM) will coordinate and collaborate with Ultimate support plan customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved transparency during issue resolution, regular support experience data and trend analysis, personalised 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 and Adobe Consulting Services organisations. What Youll Do Key aspects of this role include the following activities: Partners with the 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 customer priority and business impact description and in collaboration with Support Engineers and Management team Leads regular support case queue reviews with the customer team members, ensuring accurate prioritisation 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 personalised customer management and updates through to resolution of the issue Contributes to the service review, focussing on performance of the technical support service 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 You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe's business objectives and strategy. You possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends. You 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 our team members to deliver their best. You focus on long term sustainable strategic improvements in favour of short-term results. Influential Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering. Strong Communication 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. 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 stakeholders in order to meet key performance indicators. Experience with developing and implementing Service Improvement Plans, ITIL or incident management would also be beneficial. Excellent organisational skills: ability to prioritize, manage, multi-task and implement projects multi-functionally Internal Opportunities Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Were glad that youre pursuing a new opportunity at Adobe! Put your best foot forward: 1. Update your Resume/CV and Workday profile dont forget to include your uniquely Adobe experiences and volunteer work. 2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youre interested in. 3. Check out these tips to help you prep for interviews. 4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll. Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth. At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact hidden_email

Employement Category:

Employement Type: Full time
Industry: Software Product
Role Category: Quality (QA-QC)
Functional Area: Not Applicable
Role/Responsibilies: Senior Support Service Manager

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Keyskills:   Customer Service Management Issue Resolution Transparency Data Analysis Relationship Building Collaboration Mentoring Coaching Leadership Communication Service Delivery Customer Communications ProblemSolving Influencing Stakeholder Collaboration Organizational Skills