Support Service Manager
2 meses atrás
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
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
Position Summary
As a member of the Support Service Management team, we provide personalized support services to our Ultimate Support customers. The SSM is a critical role included as part our customer facing team for our Ultimate customers, focusing on a personalized support service that provides clear customer communications, regular updates, insights and guidance in collaboration with our Technical Account Managers.
A Support Service Manager (SSM) will coordinate and collaborate with customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved clarity during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success teams and Adobe Consulting Services organizations.
What You’ll Do Key aspects of this role include the following activities:
Partners with the Technical Account Manager (TAM) to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customers priority and business impact description and while collaborating with Support Engineers and Management team
Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps
Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
Contributes to the service review, focusing on performance of the technical support delivery provided during the review period, identifying areas of success and opportunities for improvement
Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer
What You Need to Succeed Business Insight
Must have a high-quality business and strategic sense.
Ability to understand the need to balance "customer needs" alongside Adobe's business objectives and strategy.
Possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends.
Appreciate the level of engagement required for premium support service delivery and can project the value of the Ultimate Support Plan and ensure consistent service quality.
Results Focus
You have with strong mentoring and coaching skills enabling team our members to deliver their best.
Focus on long term sustainable strategic improvements in favor of short-term results.
Influential
Proven track record of accomplishments working with, influencing and leading virtual teams across a large global company.
Expert and effective in presenting to Director and above partners in Sales, Consulting and Engineer
-
Service Manager
4 semanas atrás
São Paulo, SP, Brasil MaxSearch Tempo inteiroThe Service Manager is responsible for managing the relevant Service department by monitoring costs, revenues and employees This position ensures day-to-day service and/or support delivery. **Responsabilidades e atribuições** - Steer resources and operational service and support business; - Provide forecasts of costs, revenues and employees utilization; -...
-
Brazil Premier Support Manager
3 semanas atrás
São Paulo, São Paulo, Brasil Lenovo Tempo inteiroWe are Lenovo, a global technology leader committed to delivering Smarter Technology for All. Our goal is to provide exceptional customer experiences through innovative solutions and services.Role SummaryThe Premier Support Manager for Brazil is responsible for leading a team of skilled engineers who provide level 1 support for commercial customers. This...
-
Support Operations Manager
4 semanas atrás
São Paulo, São Paulo, Brasil Latitude, Inc. Tempo inteiroJob DescriptionJob Title: Support Operations ManagerJob Summary: We are seeking an experienced Support Operations Manager to oversee the smooth operation of our global network and server infrastructure.Key Responsibilities:Lead and mentor the Operations and Network Operations teams.Establish and promote a culture of urgency within the support team.Oversee...
-
Vaga de Support Vendor Manager
4 semanas atrás
São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiroCompany OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...
-
Administrative Manager Position
4 semanas atrás
São Paulo, São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiroJob Summary:Catho Online Ltda. - BR - Manager seeks an Administrative Manager to provide administrative support, manage costs, ensure workplace safety, and oversee office property. The ideal candidate will have a Bachelor's degree and a valid driver's license.Responsibilities:Provide comprehensive administrative support to all employees.Effectively manage...
-
Brazil Premier Support Manager
2 meses atrás
São Paulo, Brasil Lenovo Tempo inteiroWe are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest...
-
Resident/field Technical Support
3 meses atrás
São Paulo, SP, Brasil Hewlett Packard Tempo inteiro**Position Summary**: - Develop and implement a process for testing and validating video conference room setup. - Resolve issues found during validation. Work with vendors for issues that must be resolved by 3rd party vendors. - Develop and document support processes for video conference rooms. - Train personnel to provide support using the documented...
-
Associated Customer Support Manager
Há 1 mês
São Paulo, Brasil Motorola Solutions Tempo inteiroAt Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem.Department OverviewThe Commercial Markets department is responsible for delivering and maintaining all Managed Services to...
-
Latin America HR Services Manager
Há 1 mês
São Paulo, SP, Brasil WTW Tempo inteiro**Description**: As the HR Services Manager for Latin America, you will be responsible for providing HR Services advice, support and expertise to the Region’s HR Function and to business stakeholders. You will work closely with the Service Centers, HR Services, Talent Advisors, HR Generalists, Employee Relations, HR IT, Payroll, IT, Recruiting, Facilities,...
-
Consulting Practice Manager – Netsuite Advanced Customer Support
4 semanas atrás
São Paulo, Brasil Oracle Hong Kong Tempo inteiroConsulting Practice Manager – NetSuite Advanced Customer Support (ACS)The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies. They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered...
-
Technical Support Analyst
2 meses atrás
São Paulo, SP, Brasil Cepheid Tempo inteiro**ESSENTIAL JOB RESPONSIBILITIES**: - ** Collaboration and Continuous Improvement**: Collaborate with Field Service, Sales, Marketing, and Quality Assurance teams to support continuous improvement efforts and deliver the best customer experience. Maintain product knowledge, support continuous improvement efforts, and represent Technical Support on projects...
-
Project Manager
3 semanas atrás
São Paulo, Brasil Uber Tempo inteiroAbout the RoleAt Uber, providing excellent customer support to our users is a core feature of our product experience. As a Safety / Advanced Support Program Manager, you will be responsible for listening to users, understanding the root causes of painful customer experiences, and helping to design solutions to reduce them, striving to build a phenomenal...
-
Vaga de Workplace Services Manager
4 semanas atrás
São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiroWorkplace Services ManagerLocation: Sao Paulo Job ID: A41343 ResponsibilitiesLeadership: Lead and develop vendor teams that support workplace services for one or more locations. Workplace Management: Oversee and manage the workspace services, including reporting maintenance needs, ticketing system, operational improvements and office services....
-
Itsc Support Manager
6 meses atrás
Sao Paulo, Brasil KORE Tempo inteiro**Are you a leader within the IT Support community looking to expand your horizons? **This role might be for you! We are looking for an **IT Support Manager.** **What will you do?** **ESSENTIAL FUNCTIONS**: - Lead a team of IT support technicians and specialists, fostering a culture of collaboration and excellence. - Provide strategic guidance during...
-
Cloud Services Delivery Manager
3 meses atrás
São Paulo, SP, Brasil SAS Tempo inteiro: **Cloud Services Delivery Manager - Hybrid** Nice to meet you! We’re the leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a...
-
São Paulo, SP, Brasil UnionPay International Tempo inteiroResponsibilities: This position is mainly responsible for providing customized professional and technical support services, BAU support and implementation strategy for regional institutions. 1. Project support: Provide implementation project management support and technical solution support to institutions/potential clients; 2. Business and technical...
-
Sr. Customer Practice Manager For Financial Services
4 semanas atrás
São Paulo, Brasil Amazon Tempo inteiroSr. Customer Practice Manager for Financial Services / Professional Services, Professional ServicesThe Amazon Web Services Professional Services team is looking for Customer Practice Managers (CPM) who can lead and/or support significant customer programs during the solution and pursuit stages, develop a long-term Professional Services strategy and execute...
-
Sr. Customer Practice Manager For Financial Services
2 meses atrás
São Paulo, Brasil Amazon Tempo inteiroSr. Customer Practice Manager for Financial Services / Professional ServicesThe Amazon Web Services Professional Services team is looking for Customer Practice Managers (CPM) who can lead and/or support significant customer programs during the solution and pursuit stages, develop a long-term Professional Services strategy, and execute that strategy with...
-
Lead HR Manager I
2 semanas atrás
São Paulo, SP, Brasil MMC Corporate Tempo inteiroSupports Senior People Managers to deliver coaching, support and advice to enhance the colleague experience; typically provides services to People Managers in fewer than five countries. They will usually be supported by a People Partner or other senior HR leader in country who will take the lead as the senior HR Representative in country. - Leads...
-
Vaga De Fp&A Manager
2 semanas atrás
São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiroJob Description:The Financial Planning and Analysis (FP&A) manager is responsible for providing analytical support for the company's business decisions through detailed financial analyses, forecasts, and reports. This professional plays a crucial role in financial modeling, budgeting, forecasting, and performance analysis of the organization.Key...