Support Service Manager

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

From morning to night, think about the media, ads, apps, websites, and online shopping you encounter.
Most likely, Adobe products have influenced every interaction and experience.
We have a fantastic opportunity for a Support Service Manager with Italian to join our Support Service Management team in Bucharest. This role is uniquely positioned to provide personalized support services to our Ultimate Support plan customers, ensuring their digital experiences are flawless and world-class.
The SSM will work with Ultimate support plan customers and internal Adobe technical teams to quickly resolve issues. They will also improve transparency, provide support data, trend analysis, updates during service outages, and manage issues. They will build positive relationships with colleagues in Customer
Engineering, Sales, Customer Success, and Adobe Consulting Services.
What you'll do:

• Partner with the TAM to ensure a best-in-class customer support experience, starting with a smooth customer kick-off for new Ultimate customers.
• Collaborate with Support Engineers and Management to review customer issues daily.
• Provide high-quality updates that align with customer priority and business impact.
• Lead regular support case queue reviews with customer team members, ensuring accurate prioritization of issues, visibility on progress, latest updates, and next steps.
• Provide oversight and ownership of any critical support issues, offering ongoing and personalized customer management and updates through to resolution.
• Contribute to service reviews by focusing on the performance of technical support service delivery, identifying areas of success and opportunities for improvement.
• Define and maintain the Service Improvement Plan, communicating progress updates against agreed actions and collaborating with Support Delivery Managers to address identified areas.
• Conduct customer-specific RCA analysis following significant events and ensure the outcomes are provided to the customer in an official Customer Facing Statement.
• Responsible for providing Support Health data and insights to the Ultimate delivery team and helping evaluate and communicate the overall Technical Health of the customer.

What you need to succeed:
Business Insight

• You need a high-quality business and strategic sense. You understand the need to balance customer needs alongside Adobe's business objectives and strategy.
• Strong problem-solving skills, forward-thinking, and experience working with data sets to identify common data trends.
• Recognizing the importance of being actively involved in providing top-notch support and promoting the value of the Ultimate Support Plan to maintain consistent service quality.

Results Focus

• Strong mentoring and coaching skills enable team members to deliver their best. Focus on long-term sustainable strategic improvements over short-term results.

Influential

• Proven track record of working with, influencing, and leading virtual teams across a large global company.
• Experienced and effective in communicating with Director-level and above partners in Sales, Consulting, and Engineering.

Strong Communication Skills

• Business level proficiency in Italian.
• Highly articulate, capable of presenting plans and ideas in a compelling manner.
• Communicates passion, energy, and enthusiasm.
• Skilled in handling urgent customer communications at the C-level, accurately completing resolution plans.
• Capable of building and communicating customer service reviews and setting expectations according to business decisions.

Support Experience

• Experience supporting high-profile Enterprise customers and/or leading a software and/or SaaS-based technical support team.
• Creative problem solver, passionate about customer success and premium service delivery.
• Experience in working together with various collaborators to achieve desired outcomes.
• Beneficial experience with developing and implementing Service Improvement Plans, ITIL, or incident management.
• Excellent organizational skills: ability to prioritize, manage, multi-task, and implement projects across functions.

As our many awards will tell you, at Adobe you'll be immersed in an exceptional work environment that is recognized around the world. You'll be surrounded by colleagues 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 fantastic benefits we offer at
Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 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 or call
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.
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:

• Update your Resume/CV and Workday profile – don't forget to include your uniquely 'Adobe' experiences and volunteer work.
• 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.
• Check out these tips to help you prep for interviews.
• 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 an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by
law.
If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact
.
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 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 or call