Senior Manager, Technical Support

Role Overview A forward-thinking and experienced Senior Manager, Technical Support to lead a high-performing team focused on delivering world-class service for Adobe’s SMB (Small & Medium Business) customers across Adobe’s products and solutions. This role drives customer experience, operational excellence, and strategic cross-functional alignment—while building a scalable support model through AI-enabled interventions (automation, self-service, predictive support, and intelligent workflows). This role blends relationship management, change enablement, and sales execution, creating an experience-centric culture in Tech Support that fosters growth, measurable business impact, and efficiency at scale. Key Responsibilities Customer Experience & Execution Drive Tech Support performance to deliver goals/targets, including ARR, customer experience, and operational KPIs—with a primary focus on SMB customers. Collaborate with internal GTM, PM, and PMM teams to execute joint business plans, campaigns, and targeted SMB growth/retention initiatives. Change Leadership & Strategic Alignment Lead change initiatives to improve overall customer experience and operational efficiency, including AI-led process improvements and automation. Align the team with organizational goals and communicate updates effectively across stakeholders. Performance Insights & Reporting Establish and monitor KPIs/SLAs, leveraging analytics to identify trends and improvement opportunities—especially those impacting SMB scale and efficiency. Provide regular business reviews and actionable insights to partners and internal leadership. Relationship Building & Escalation Management Collaborate cross-functionally with Product and Engineering to influence roadmap priorities—champion voice-of-the-customer insights on technical issues to improve product experience. Own escalations and ensure timely resolution with strong stakeholder alignment. Scale & Transformation (AI + Automation) 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. Identify and implement AI interventions (e.g., chat/assist tools, case deflection, intelligent routing, predictive issue detection, auto-triage, and proactive prevention) to improve speed, reduce effort, and increase scalability—especially in high-volume SMB scenarios. What You’ll Need to Succeed Education Graduated from a reputed UGC-recognized university or equivalent global standard; MBA preferred. Understanding of customer journey mapping and lifecycle engagement strategy. Preferred: ITIL, Six Sigma, or support process certifications (e.g., MCP, CCNA, etc.). Experience / Skills Solid technical fluency to interpret top technical issues, understand product architecture, and partner effectively with engineering teams. 12+ years of experience in technical support/customer success/sales-in-service within a SaaS environment, including 5+ years in a leadership capacity managing in-house Tech Support Operations. Demonstrated experience supporting SMB customers at scale (high-volume, high-velocity support models), and improving outcomes through tech + process excellence. Strong capability in driving AI-enabled workflows and intelligent automation to improve Product NPS and reduce Conversations per MAU through automation, predictive detection, and proactive prevention strategies. Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud). Familiarity with Windows, iOS, Android, and macOS environments. Success Measures (KPIs) Growth – Value added delivery (Revenue & ARR) Customer experience – CSAT / NPS ARD (Average Resolution Days) SLA Compliance – SL & Abd Conversion Rate (Upsell/Cross-sell) Operational Efficiency – AHT / CPH Added for SMB scale: Case deflection/self-service adoption, automation coverage, and reduction in repeat contacts ... (truncated, view full listing at source)