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!
Adobe is a place where exceptional people work - don't just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.
Want more jobs like this?
Get Account Management jobs in Tokyo, Japan delivered to your inbox every week.
We're proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you!
Position Summary:
As a vital member of our Support Service Management team, you will deliver a personalized support experience to our Ultimate Support plan customers. The Support Service Manager (SSM) plays a crucial role within the customer-facing team for our Ultimate customers, ensuring clear communication, regular updates, insightful guidance, and collaboration with the Technical Account Manager.
The SSM will work closely with Ultimate support plan customers and internal Adobe technical teams to ensure swift issue resolution. This role involves providing customers with enhanced visibility during the resolution process, sharing regular support experience data and trend analyses, and offering personalized updates during critical service outages. Additionally, the SSM will handle issues efficiently while fostering strong relationships and collaboration with colleagues across Customer Engineering, Sales, Customer Success, and Adobe Consulting Services.
What You'll Do:
Key aspects of this role include the following activities:
- Customer Kick-off: Partner with the TAM to ensure a magnificent onboarding experience for new Ultimate customers, setting the stage for exceptional customer support.
- Issue Review and Updates: Conduct daily reviews of all assigned Ultimate customer issues, ensuring high-quality updates that align with customer priorities and business impact, in collaboration with Support Engineers and the Management team.
- Case Queue Management: Lead regular support case queue reviews with customer team members, ensuring accurate issue prioritization, visibility on progress, latest updates, and next steps.
- Critical Issue Management: Provide oversight and ownership of critical support issues, offering personalized customer management and updates until resolution.
- Service Review Contribution: Participate in service reviews, focusing on the performance of technical support service delivery, identifying successes, and opportunities for improvement.
- Service Improvement Planning: Define and maintain the Service Improvement Plan, communicate progress updates, and collaborate with Support Delivery Managers to address identified areas for enhancement.
- Root Cause Analysis (RCA): Conduct customer-specific RCA analysis following significant events and provide outcomes in an official Customer Facing Statement.
- Support Health Insights: Provide Support Health data and insights to the Ultimate delivery team, helping evaluate and communicate the overall Technical Health of the customer.
What you need to succeed:
Business Insight
- Strategic Foresight: Demonstrate a high-quality business and strategic sense, understanding the balance between customer needs and Adobe's business objectives.
- Problem-Solving Skills: Possess strong problem-solving abilities, forward-thinking attitude, and experience working with data sets to identify common trends.
- Premium Support: Understand the engagement level required for premium support service delivery and project the value of the Ultimate Support plan, ensuring consistent service quality.
Results Focus
- Mentoring and Coaching: Exhibit strong mentoring and coaching skills, enabling team members to deliver their best.
- Long-Term Improvement: Prioritize long-term sustainable strategic improvements over short-term results.
Influential
- Leadership: Consistent track record of working with, influencing, and leading virtual teams across a large global company.
- Effective Communication: Experienced in communicating with Director-level and above partners in Sales, Consulting, and Engineering.
Strong Interpersonal Skills
- Language Proficiency: Japanese: Native level; English: Business level.
- Articulate Presentation: Highly articulate, communicating plans and ideas in a compelling manner.
- Passionate Communication: Connect with passion, energy, and enthusiasm.
- C-Level Engagement: Capable of handling urgent C-level customer communications, creating resolution plans, and ensuring accurate execution.
- Service Reviews: Able to build and communicate customer service reviews, setting expectations according to business decisions.
Support Experience
- Bring extensive experience in supporting high-profile Enterprise customers or leading a software/SaaS-based technical support team. As a creative problem solver, you are passionate about customer success and premium service delivery.
- Grow with collaborating with a diverse range of collaborators to meet key performance indicators and drive success.
- Your background includes developing and implementing Service Improvement Plans and experience with ITIL or incident management, adding significant value to the team.
- With excellent communication skills, excel at prioritizing tasks, handling multiple projects simultaneously, and working effectively across functions to implement successful projects.
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
Take the plunge and jump in
Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply - we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together.
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 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.
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.