Sr Mgr, Technical Support
Adobe Software
JOB LEVEL
M40EMPLOYEE ROLE
People ManagerA 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.
Key Responsibilities:
- 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.
What You’ll Need to Succeed:
- Education:
- India: Graduate from a reputed UGC-recognized university or an equivalent global standard, preferably in Computer Science or related technical fields. Bachelor's 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.
ØTechnical 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.
ØSoft Skills:
- 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.
Success Measures - Critical Metrics
- Unified Satisfaction (Inline Survey)
- ICX Transfer Rate
- Conversation Time
- Conversion rate
- Revenue\ ARR
- CPH
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
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.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.