Support Service Manager - Public Sector at Adobe

McLean, Virginia, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Public Sector, SoftwareIndustries

Requirements

Active TS/SCI clearance required, must be able to pass a government security clearance polygraph
Position is on-site ~3 days a week and requires local travel to attend customer meetings in the DMV area
High-quality business and strategic sense to balance customer needs with Adobe's business objectives and strategy
Strong critical thinking skills, forward-thinking, and experience working with data sets to identify common data trends
Appreciation of the level of engagement required for public sector customers

Responsibilities

Partner with the TAM to ensure best in class customer support experience and management, beginning with a smooth customer kick off for new Ultimate customers
Perform daily review of all assigned Ultimate customer issues and ensure the frequency and quality of customer updates is of an extremely high standard, aligning with the customer's priority and business impact, while collaborating with Support Engineers and Management team
Lead regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates, as well as next steps
Provide oversight and ownership of any critical support issues and provide ongoing and personalized customer management and updates through to resolution of the issue
Contribute to the service review, focusing on performance of the technical support delivery provided during the review period, identifying areas of success and opportunities for improvement
Define and maintain the Service Improvement Plan, communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
Conduct customer specific RCA analysis following a significant event and ensure provision of the outcomes to the customer in an official Customer Facing Statement
Be responsible for the provision of Support Health data and insights to the Ultimate delivery team and help evaluate and communicate the overall Technical Health of the customer
Coordinate and collaborate with customers as well as internal Adobe technical teams to ensure expediency in issue resolution
Provide customers with improved transparency during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage, as well as issue management
Establish and develop positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success teams, and Adobe Consulting Services organizations

Skills

Customer Support

Issue Resolution

Stakeholder Management

Trend Analysis

Customer Communications

Relationship Building

Technical Account Management

Service Outage Management

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.

Land your dream remote job 3x faster with AI

Try Jobo Free