Sr Mgr, Technical Support

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!

A forward-thinking and experienced Senior Manager, ICX to lead a high-performing Tech support team focused on delivering world-class service for Adobe’s Products & solutions. This role blends technical support excellence with strategic sales alignment, creating a support culture that not only resolves issues but also drives customer value through education, engagement, and tailored solution recommendations.

Key Responsibilities:

• Lead and develop a team of technical support staff driving exceptional customer experience for Individual & Business level for creative and digital experience products.
• Drive customer satisfaction by ensuring high-quality, timely, and effective resolution of customer issues.
• Champion a sales-aware attitude within the support culture—training teams to spot opportunities for product adoption, upsell, and cross-sell during technical interactions.
• Collaborate with GTM and Customer Success teams to uncover customer needs and provide valuable recommendations during the support touchpoint.
• Develop frameworks and playbooks for identifying and routing potential leads and expansion conversations to the appropriate teams.
• Defining and implementing support processes, workflows, and standard methodologies to improve operational efficiency.
• Establish and monitor critical metrics/service level agreements, using analytics to identify trends and areas for improvement.
• Act as a main contact for critical or sensitive customer issues, working alongside engineering and product teams for resolution.
• Collaborate cross-functionally with Product, Engineering to influence roadmap priorities - Champion voice-of-the-customer insights to drive product and service improvements.
• Recruit, mentor, and develop a high-performing team, fostering a culture of innovation, accountability, and continuous learning.
• 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.
  
  

What You’ll Need to Succeed:

• Education:
• India: Graduate from a reputed UGC-recognized university or an equivalent global standard, preferably in Computer Science or related technical fields. Bachelor's degree or MBA or equivalent experience preferred.
• ITIL, Six Sigma, or support process certifications.
• Understanding of customer journey mapping and lifecycle engagement strategy
• Experience:
• +12 years proven experience in technical support, customer success & sales in service within a SaaS environment, including 5+ years in a leadership capacity leading in-house & outsourced Partners.
• Experience driving business impact through support—leveraging upsell, cross-sell, and product adoption strategies.
• Collaboration skills and experience working cross-functionally with Go to market, Product, and Engineering teams.
• Excellent leadership, coaching, and change management skills.
• Outstanding leadership, critical thinking, and organisational change skills.
  
  

Ø Technical Skills:

• Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud) is a plus.
• Familiarity with Windows, iOS, Android, and MacOS environments.
  
  

Ø Soft Skills:

• Comfortable navigating ambiguity, prioritizing initiatives, and aligning support with long-term business goals.
• Proficient in communicating complex information clearly and confidently to both technical and non-technical collaborators.
• Adept at establishing relationships across departments and influencing outcomes without direct authority.
• Adopts change and drives adoption through effective change management practices.
• Deeply invested in delivering exceptional customer experiences that build trust and loyalty.
  
  

Success Measures - Critical Metrics

• Unified Satisfaction (Inline Survey)
• ICX Transfer Rate
• Conversation Time
• Conversion rate
• Revenue\ ARR
• CPH
  
  

Adobe is proud to be an Equal Employment Opportunity 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 about our vision here.

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 [email protected] or call (408) 536-3015.