Adobe is seeking a Support Service Manager to join our team in Riyadh and support our growth in the Middle East. This role is pivotal in providing personalized support services to our Ultimate Support plan customers, ensuring their digital experiences are flawless and extraordinary.
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As a Support Service Manager, you will collaborate closely with Ultimate Support plan customers and internal Adobe technical teams to effectively resolve issues, enhance clarity, and provide vital data and updates during service interruptions. You will be responsible for fostering positive relationships with colleagues in Customer Engineering, Sales, Customer Success, and Adobe Consulting Services.
Key Responsibilities:
- Partner with the Technical Account Manager (TAM) to ensure a best-in-class customer support experience, beginning with a smooth customer kick-off for new Ultimate customers.
- Collaborate with Support Engineers and Management to review customer issues daily.
- Provide high-quality updates aligned with customer priorities and business impacts.
- Lead regular support case queue reviews with customer team members to ensure accurate prioritization of issues and visibility on progress.
- Take ownership of critical support issues and provide ongoing and personalized customer management through to resolution.
- Contribute to service reviews by focusing on the performance of technical support service delivery and identifying areas for improvement.
- Define and maintain the Service Improvement Plan and communicate progress updates.
- Conduct customer-specific Root Cause Analysis (RCA) following significant events and present outcomes to customers.
- Provide Support Health data and insights to the Ultimate delivery team to evaluate the overall Technical Health of the customer.
Qualifications:
- Strong business acumen and strategic insight, balancing customer needs with Adobe's objectives.
- Proven problem-solving skills and experience in analyzing data to identify trends.
- Experience in supporting high-profile Enterprise customers or leading technical support teams.
- Strong mentoring and coaching skills to help team members excel.
- Exceptional communication skills, with business-level proficiency in Arabic and the ability to communicate effectively with stakeholders at various levels.
Work Conditions:
- Full-time position.
- Collaborative work environment emphasizing growth and feedback.
Language Requirements:
- Business level proficiency in Arabic is required.
Join Adobe to make an impact and be part of a company that values creativity and innovation in digital experiences.
