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Support Service Manager Jobs
Company | Adobe |
Address | Ottawa, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Advertising Services,Software Development |
Expires | 2023-10-02 |
Posted at | 8 months ago |
Our Company
- 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 customer priority and business impact description and in collaboration with Support Engineers and Management team
- Contributes to the service review, focusing on performance of the technical support service delivery provided during the review period, identifying areas of success and opportunities for improvement
- Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
- Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
- Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
- 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
- Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
- 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
- Spanish and English language verbal and written
- Able to build and communicate customer service reviews and set expectations according to business decisions.
- Communicates passion, energy and enthusiasm.
- Highly articulate and presents plans and ideas in a compelling manner.
- Able to handle C-level urgent customer communications, creating resolution plans and ensuring accurate execution of them.
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