Group Manager, Support Services Management - APAC

Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Creativity for All

Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us #1 on the Great Place to Work list for the 10th consecutive year!

We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help continue to build your career.

We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy, employee, and community engagement.

We know that people are the differentiator in our business, and that's why we want to meet you.

The Opportunity

Ultimate Success is Adobe’s Digital Experience premium support and success services offering contributing to the success of our largest customers. The Support Service Management (SSM) team ensures timely resolution of customer-reported issues by coordinating technical investigations, handling partner concerns, and delivering Root Cause Analyses on critical issues. The team is responsible for conducting Case Reviews, oversee daily Issue Management, and collaborate with customers and Adobe teams to ensure timely outcomes. Their focus is on providing transparency through personalized updates during critical outages, regular trend analysis, and ticket issue oversight to enhance customer experiences. This position requires an experienced candidate, with strong senior management background in technical support/success account management roles and proven customer-facing, and relationship management skills.

The SSM Grp manager will manage teams of SSMs located in key Markets across APAC, including recruiting, on-boarding and ongoing development responsibilities. A large focus will also be placed on supporting the teams to provide updates and useful trends in issue resolution, that drive customer solution stability and enhance the value customers place in Ultimate Success investments. You will have successfully led a software and/or SaaS-based technical teams in Support or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.

What you’ll do

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver exceptional customer experiences and value realisation
• Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
• Attract, hire and retain top talent
• Evaluate measurement criteria to evaluate trends in team performance, including: customer satisfaction, operating efficiency, event readiness planning and customer retention
• Evaluate efficiency across the team by applying approved AI technologies, self-service tools, and promoting new skills through certifications and industry-based findings.
• Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
• Engaging in support of key accounts and critical issue management, attend customer service and business reviews.
• Own one or more global programs for the Support leadership team
• Partner with the Ultimate Success, Sales leadership team to align Support efforts to local sales and retention objectives.

What you need to succeed:

•  Minimum of 10 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment
• Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
• Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across multiple functions
• Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff.
• Ability to explain complex technical concepts simply
• Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• Experience in interviewing, coaching and leading technical teams
• Proven ability to lead & manage remote staff
• Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus

Adobe for All

Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.

Take the plunge and jump in

Liking what you have read and keen to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together!

Adobe Australia acknowledges Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

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