Sr Mgr, Technical Support
- Adobe
- 12 - 16 years
- Remote
- 2 months ago
- Email to a friend
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Job Description
A forward-thinking and experienced Senior Manager, ICX to lead a high-performing Tech support team focused on delivering world-class service for Adobe s Products & solutions. This role blends technical support excellence with strategic sales alignment, creating a support culture that not only resolves issues but also drives customer value through education, engagement, and tailored solution recommendations.
- Lead and develop a team of technical support staff driving exceptional customer experience for Individual & Business level for creative and digital experience products.
- Drive customer satisfaction by ensuring high-quality, timely, and effective resolution of customer issues.
- Champion a sales-aware attitude within the support culture training teams to spot opportunities for product adoption, upsell, and cross-sell during technical interactions.
- Collaborate with GTM and Customer Success teams to uncover customer needs and provide valuable recommendations during the support touchpoint.
- Develop frameworks and playbooks for identifying and routing potential leads and expansion conversations to the appropriate teams.
- Defining and implementing support processes, workflows, and standard methodologies to improve operational efficiency.
- Establish and monitor critical metrics/service level agreements, using analytics to identify trends and areas for improvement.
- Act as a main contact for critical or sensitive customer issues, working alongside engineering and product teams for resolution.
- Collaborate cross-functionally with Product, Engineering to influence roadmap priorities - Champion voice-of-the-customer insights to drive product and service improvements.
- Recruit, mentor, and develop a high-performing team, fostering a culture of innovation, accountability, and continuous learning.
- 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.
- Education:
- India: Graduate from a reputed UGC-recognized university or an equivalent global standard, preferably in Computer Science or related technical elds. Bachelors degree or MBA or equivalent experience preferred.
- ITIL, Six Sigma, or support process certifications.
- Understanding of customer journey mapping and lifecycle engagement strategy
- Experience:
- +12 years proven experience in technical support, customer success & sales in service within a SaaS environment, including 5+ years in a leadership capacity leading in-house & outsourced Partners.
- Experience driving business impact through support leveraging upsell, cross-sell, and product adoption strategies.
- Collaboration skills and experience working cross-functionally with Go to market, Product, and Engineering teams.
- Excellent leadership, coaching, and change management skills.
- Outstanding leadership, critical thinking, and organisational change skills.
- Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud) is a plus.
- Familiarity with Windows, iOS, Android, and MacOS environments.
- Comfortable navigating ambiguity, prioritizing initiatives, and aligning support with long-term business goals.
- Proficient in communicating complex information clearly and confidently to both technical and non-technical collaborators.
- Adept at establishing relationships across departments and influencing outcomes without direct authority.
- Adopts change and drives adoption through effective change management practices.
- Deeply invested in delivering exceptional customer experiences that build trust and loyalty.
- Uni ed Satisfaction (Inline Survey)
- ICX Transfer Rate
- Conversation Time
- Conversion rate
- Revenue ARR
- CPH
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: AdobeLocation(s): Remote+ View Contact
Keyskills: Computer science Change management Automation Service level Windows Adobe Operations Analytics Six sigma Android
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