Support Service Manager

Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re 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! Position Summary:Join our Support Service Management team to provide personalized support to Ultimate Support plan customers. The Support Service Manager (SSM) is essential for clear communication and collaboration with the Technical Account Manager.Collaborate with Ultimate support plan customers and internal Adobe technical teams for issue resolution. Provide enhanced visibility, share support data, and offer updates during critical outages.What You’ll Do:Key aspects of this role include the following activities:Customer Kick-off: Partner with the TAM to ensure a magnificent onboarding experience for new Ultimate customers, setting the stage for exceptional customer support.Review Ultimate customer issues daily, update issues to align with customer priorities and business impact.Case Queue Management: Lead regular support case queue reviews with customer team members, ensuring accurate issue prioritization, visibility on progress, latest updates, and next steps.Critical Issue Management: Provide oversight and ownership of critical support issues, offering personalized customer management and updates until resolution.Service Review Contribution: Participate in service reviews, focusing on the performance of technical support service delivery, identifying successes, and opportunities for improvement.Service Improvement Planning: Define and maintain the Service Improvement Plan, communicate progress updates, and collaborate with Support Delivery Managers to address identified areas for enhancement.Root Cause Analysis (RCA): Conduct customer-specific RCA analysis following significant events and provide outcomes in an official Customer Facing Statement.Support Health Insights: Provide Support Health data and insights to the Ultimate delivery team, helping evaluate and communicate the overall Technical Health of the customer.What you need to succeed:Business & Strategic InsightStrong business acumen with the ability to align customer needs and Adobe’s goalsData-driven problem solver with a proactive, forward-thinking mindset Results-OrientedSkilled mentor and coach, empowering teams to perform at their bestFocused on sustainable, long-term strategic improvements over short-term gains Influence & CommunicationProven ability to lead and influence cross-functional, global teamsComfortable engaging with Director-level and above across Sales, Consulting, and EngineeringNative-level Japanese and business-level English proficiencyClear, compelling communicator with passion and presenceExperienced in C-level communications, issue resolution, and service review delivery Support ExpertiseDeep experience supporting Enterprise customers or leading SaaS/technical support teamsPassionate about customer success and premium service deliverySkilled in cross-functional collaboration to meet KPIs and drive outcomesStrong background in Service Improvement Plans, ITIL, or incident managementAble to prioritize effectively, manage multiple projects, and execute across teamsAdobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.