Support Service Manager- 37373101

Job Title: Support Service Manager
Location: Noida (Hybrid)
Payroll: OmHRA

Role Overview

As a Support Service Manager (SSM), you'll provide personalized support to our Ultimate Support plan customers, ensuring clear communication, regular updates, and seamless collaboration with Technical Account Managers (TAMs). Your role involves coordinating with both customers and internal Adobe teams to expedite issue resolution and enhance transparency. Additionally, you'll establish positive relationships across various internal departments.

What You’ll Do

Customer Support & Engagement

• Partner with TAMs to deliver top-notch customer support, starting with smooth onboarding for new Ultimate customers.
• Review daily Ultimate customer issues, ensuring high-quality updates aligned with priority and business impact.
• Provide oversight for critical support issues, delivering personalized customer management until resolution.

Case & Incident Management

• Lead support case queue reviews, ensuring accurate prioritization and progress visibility.
• Coordinate with customers and internal Adobe teams to expedite issue resolution and improve transparency.
• Conduct customer-specific Root Cause Analysis (RCA) following significant events.

Service Improvement & Governance

• Contribute to service reviews, identifying successes and areas for improvement.
• Define and maintain the Service Improvement Plan, communicating progress updates.
• Provide Support Health data and insights to the Ultimate delivery team, aiding in evaluating customer Technical Health.

Cross-Functional Collaboration

• Establish and maintain positive relationships across various internal departments.
• Collaborate closely with Technical Account Managers (TAMs) and Adobe support teams to ensure successful customer outcomes.

What You Need to Succeed

Business Insight

• Understand customer needs alongside Adobe's business goals.
• Strong problem-solving skills.
• Experience analyzing data trends and deriving actionable insights.

Results Focus

• Mentor and coach team members.
• Prioritize long-term strategic improvements over short-term results.
• Drive continuous improvement initiatives focused on customer success.

Leadership & Influence

• Demonstrate a track record of leading virtual teams globally.
• Effectively communicate and influence senior stakeholders.
• Build alignment across multiple teams and functions.

Communication Skills

• Articulate plans, strategies, and ideas effectively.
• Demonstrate passion and ownership in customer interactions.
• Handle urgent customer communications with professionalism and confidence.

Support Experience

• Extensive experience supporting high-profile Enterprise customers or leading technical support teams.
• Strong focus on customer success, collaboration, and service excellence.
• Experience managing critical issues and escalations through resolution.

Organizational Skills

• Ability to prioritize, manage, and implement projects effectively across multiple functions.
• Strong attention to detail and ability to manage competing priorities.
• Effective coordination and follow-through in a fast-paced environment.

Key Competencies

• Customer Success & Relationship Management
• Enterprise Support & Escalation Management
• Service Improvement Planning
• Root Cause Analysis (RCA)
• Technical Health Monitoring
• Stakeholder Management
• Cross-Functional Collaboration
• Data Analysis & Reporting
• Team Leadership & Coaching
• Project & Program Coordination
• Strategic Thinking & Problem Solving
• Executive Communication & Influence