Support Service Manager

Adobe Media and Data Science Research (MDSR) Laboratory

Not specified; not specified; not specified
**
Enterprise customer support experience
C-level communication skills
Incident management and rca analysis
** Adobe Media and Data Science Research Laboratory is seeking a Support Service Manager to provide personalized support to their Ultimate Support plan customers. The role involves coordinating with internal teams and customers to ensure effective communication and issue resolution, while fostering positive relationships across departments. **

Job Summary

  • The Support Service Manager provides personalized support to Ultimate plan customers, ensuring clear communication and expedited issue resolution.
  • This role requires collaborating with Technical Account Managers and internal engineering teams to maintain high standards of service quality and transparency.
  • Candidates must possess strong business insight to balance customer needs with Adobe's strategic objectives while managing critical service outages.

Matching Summary

Match Score: 75

** Adobe Media and Data Science Research Laboratory is seeking a Support Service Manager to provide personalized support to their Ultimate Support plan customers. The role involves coordinating with internal teams and customers to ensure effective communication and issue resolution, while fostering positive relationships across departments. **

Salary

Not specified; Not specified; Not specified

Skills & Requirements

Must-have

  • Enterprise customer support experience
  • C-level communication skills
  • Incident management and RCA analysis
  • Service Improvement Plan development
  • Virtual team leadership

Nice-to-have

  • ITIL principles familiarity
  • Digital marketing background
  • Strong mentoring and coaching abilities
  • Strategic business insight
  • Creative problem-solving passion

Key Requirements

  • Degree in Computer Science, IT, or Business Administration preferred
  • Extensive experience supporting high-profile Enterprise customers
  • Proven track record leading software/SaaS technical support teams
  • Experience developing and implementing Service Improvement Plans
  • US based work hours (EST & PST)

Work Rights

Work hours completely US based- EST & PST

Tailored Resume

Cover Letter