Support Service Manager

Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create alluring and powerful images videos and apps and transform how companies interact with customers across every screen.

Were 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!

From morning to night think about the media ads apps websites and online shopping you encounter. Most likely Adobe products have influenced every interaction and experience.

We have a fantastic opportunity for a Support Service Manager in Riyadh supporting our growth in the Middle East. This role is uniquely positioned to provide personalized support services to our Ultimate Support plan customers ensuring their digital experiences are flawless and extraordinary.

The SSM will work with Ultimate support plan customers and internal Adobe technical teams to quickly resolve issues. They will also improve clarity provide support data trend analysis updates during service outages and handle issues. They will build positive relationships with colleagues in Customer Engineering Sales Customer Success and Adobe Consulting Services.

Partner with the TAM to ensure a bestinclass customer support experience starting with a smooth customer kickoff for new Ultimate customers.

Collaborate with Support Engineers and Management to review customer issues daily.

Provide highquality updates that align with customer priority and business impact.

Lead regular support case queue reviews with customer team members ensuring accurate prioritization of issues visibility on progress latest updates and next steps.

Provide oversight and ownership of any critical support issues offering ongoing and personalized customer management and updates through to resolution.

Contribute to service reviews by focusing on the performance of technical support service delivery identifying areas of success and opportunities for improvement.

Define and maintain the Service Improvement Plan communicating progress updates against agreed actions and collaborating with Support Delivery Managers to address identified areas.

Conduct customerspecific RCA analysis following significant events and ensure the outcomes are provided to the customer in an official Customer Facing Statement.

Responsible for providing Support Health data and insights to the Ultimate delivery team and helping evaluate and communicate the overall Technical Health of the customer.

What you need to succeed:

Business Insight

You need a highquality business and strategic sense. You understand the need to balance customer needs alongside Adobes business objectives and strategy.

Strong problemsolving skills forwardthinking and experience working with data sets to identify common data trends.

Recognizing the importance of being actively involved in providing topnotch support and promoting the value of the Ultimate Support Plan to maintain consistent service quality.

Strong mentoring and coaching skills enable team members to deliver their best. Focus on longterm sustainable strategic improvements over shortterm results.

Consistent track record of working with influencing and leading virtual teams across a large global company.

Experienced and effective in communicating with Directorlevel and above partners in Sales Consulting and Engineering.

Business level proficiency in Arabic

Highly eloquent capable of communicating plans and ideas in a compelling manner.

Communicates with passion energy and enthusiasm.

Skilled in handling urgent customer communications at the Clevel accurately completing resolution plans.

Capable of building and presenting customer service reviews and setting expectations according to business decisions.

Experience supporting highprofile Enterprise customers and/or leading a software and/or SaaSbased technical support team.

Creative problem solver passionate about customer success and premium service delivery.

Experience in working together with various collaborators to achieve desired outcomes.

Beneficial experience with developing and implementing Service Improvement Plans ITIL or incident management.

Excellent organizational skills: ability to prioritize manage multitask and implement projects across functions.

As our many awards will tell you at Adobe youll be immersed in an exceptional work environment that is recognized around the world. Youll be surrounded by colleagues committed to helping each other grow through our unique CheckIn approach where ongoing feedback flows freely. If youre looking to make an impact Adobes the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the fantastic benefits we

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