Senior Support Service Manager

1 month ago

Singapore Adobe Full time

JOB LEVEL

P40

EMPLOYEE ROLE

Individual Contributor

Creativity for All

Adobe is a place where exceptional people work – don't just take our word for it, our employees have recently voted us #2 on the 2023 Singapore Best WorkplacesTM.

We're proud to offer market leading employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career.

We know that people are the differentiator in our business, and that's why we want to meet you.

The role

As a Sr. Support Service Manager (SSM), you will 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 will establish positive relationships across various internal departments.

What You will Do

  • Partnering with TAMs to deliver top-notch customer support, starting with smooth onboarding for new Ultimate customers.
  • Reviewing daily Ultimate customer issues, ensuring high-quality updates aligned with priority and business impact.
  • Leading support case queue reviews, ensuring accurate prioritization and progress visibility.
  • Providing oversight for critical support issues, delivering personalized customer management until resolution.
  • Contributing to service reviews, identifying successes and areas for improvement.
  • Defining and maintaining the Service Improvement Plan, communicating progress updates.
  • Conducting customer-specific Root Cause Analysis (RCA) post-significant events.
  • Providing Support Health data and insights to the Ultimate delivery team, aiding in evaluating customer Technical Health

What you need to succeed

  • Business Insight: Understand customer needs alongside Adobe's business goals, with strong problem-solving skills and experience analyzing data trends.
  • Results Focus: Mentor and coach team members, prioritizing long-term strategic improvements over short-term results.
  • Influence: Demonstrate a record of accomplishment of leading virtual teams globally, effectively communicating with senior stakeholders.
  • Strong Communication Skills: Articulate plans and ideas effectively, showing passion and handling urgent customer communications.
  • Support Experience: Extensive experience supporting high-profile Enterprise customers or leading technical support teams, with a focus on customer success and collaboration.
  • Organizational Skills: Ability to prioritize, manage, and implement projects effectively across multiple functions.
Take the plunge and jump in

Liking what you have read and keen to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Adobe is an equal opportunity 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, or veteran status.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We're glad that you're pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don't 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 you're 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 you're 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

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