[Remote] Mgr, Technical Support at Adobe

India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Graduate from a reputed UGC-recognized university or equivalent global standard; MBA preferred
Understanding of customer journey mapping and lifecycle engagement strategy
Preferred ITIL, Six Sigma, or support process certifications
12+ years of experience in technical support, customer success & sales in service within a SaaS environment, including 5+ years in a leadership capacity managing in-house & outsourced Partners
Proven ability to drive business impact through partner engagement and performance strategies
Strong collaboration skills and experience working cross-functionally with GTM, Product, and Operations teams
Deeply invested in delivering exceptional customer experiences that build trust and loyalty
Adept at building relationships across departments and influencing outcomes without direct authority
Strong organizational skills with attention to detail and ability to prioritize in a dynamic environment
Ability to influence outcomes without direct authority and navigate ambiguity effectively
Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud)
Familiarity with Windows

Responsibilities

Empower partners to deliver exceptional customer experiences and achieve shared business goals by providing frameworks, insights, and operational support (Partner Enablement & SPOC)
Drive partner performance to deliver Individual Partner Targets (IPT), including ARR, customer experience, and operational KPIs; collaborate with internal GTM, PM and PMM teams to execute joint business plans and campaigns (Customer Experience & Execution)
Lead change initiatives to improve partner engagement and operational efficiency; align partner strategies with organizational goals and communicate updates effectively across stakeholders (Change Leadership & Strategic Alignment)
Establish and monitor KPIs/SLAs, leveraging analytics to identify trends and areas for improvement; provide regular business reviews and actionable insights to partners and internal leadership (Performance Insights & Reporting)
Build and maintain strong, trust-based relationships with partner leadership teams; act as an escalation point for critical or sensitive partner issues, collaborating with internal teams for resolution (Relationship Building & Escalation Management)
Collaborate cross-functionally with Product and Engineering to influence roadmap priorities; champion voice-of-the-customer insights to drive product and service improvements
Drive initiatives to scale support operations, including knowledge management, self-service tools, and automation
Define a long-term vision for intelligent, data-driven support, balancing human and AI-delivered service models

Skills

Partner Enablement

Customer Experience

Change Leadership

Performance Analytics

KPI Monitoring

SLA Management

Strategic Alignment

Business Planning

Relationship Management

Operational Excellence

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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