Adobe MENA
Support Service Manager
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
- Urgent
Job overview
Date posted
24/04/2025
Location
Riyadh, Saudi Arabia
Experience
2 - 5 yrs
Seniority
Qualification
Not applicable
Expiration date
08/06/2025
Job description
Adobe is seeking a Support Service Manager in Riyadh to provide personalized and strategic support to customers subscribed to the Ultimate Support Plan. This role involves close collaboration with Technical Account Managers, Support Engineers, and cross-functional teams to ensure service excellence, issue resolution, and continuous improvement. The SSM will own critical issues, provide high-impact updates, and deliver insights on customer technical health. They will also contribute to service reviews, manage incident response, and champion the implementation of service improvements to support Adobeās customer experience goals in the Middle East.
Required skills
enterprise customer support
SaaS support management
incident management
service improvement planning
technical health analysis
critical issue escalation
customer relationship management
root cause analysis
support case management
service review reporting
data trend analysis
support performance analysis
strategic support planning
business insight
Arabic communication
project implementation
ITIL
customer success delivery
sales collaboration
technical support operations
Key responsibilities
- 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.
Experience & skills
- Strong business and strategic sense with the ability to balance customer needs and business objectives.
- Strong problem-solving skills and ability to identify data trends from complex datasets.
- Experience supporting high-profile Enterprise customers and/or leading a software and/or SaaS-based technical support team.
- Proficiency in Arabic and English (business level).
- Experience working with Director-level and above partners in Sales, Consulting, and Engineering.
- Skilled in customer communication, including C-level engagement and presenting service reviews.
- Experience with service improvement planning and incident management frameworks such as ITIL.
- Strong organizational skills including multi-tasking and cross-functional project implementation.
- Ability to lead and influence virtual teams across global organizations.
