Skip to content
Support Service Manager – Public Sector
| Company | Adobe |
|---|
| Location | McLean, VA, USA |
|---|
| Salary | $81000 – $149900 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Mid Level, Senior |
|---|
Requirements
- Active TS/SCI clearance is required, Must be able to pass a government security clearance polygraph.
- High-quality business and strategic sense.
- Strong critical thinking skills.
- Experience working with data sets to identify common data trends.
- Experience supporting high profile Enterprise customers and/or have successfully led a software and/or SaaS-based technical support team.
- Experience with developing and implementing Service Improvement Plans, ITIL or incident management.
Responsibilities
- Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers.
- Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of an extremely high standard aligning with the customers priority and business impact description and while collaborating with Support Engineers and Management team.
- Leads regular support case queue reviews with the customer team members, ensuring accurate prioritisation of issues, visibility on progress and latest updates as well as next steps.
- Provides oversight and ownership of any critical support issues and provides ongoing and personalised customer management and updates through to resolution of the issue.
- Contributes to the service review, focussing on performance of the technical support delivery provided during the review period, identifying areas of success and opportunities for improvement.
- Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified.
- Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement.
- Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer.
Preferred Qualifications
- Strong mentoring and coaching skills enabling team members to deliver their best.
- Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company.
- Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.
