
Job Description
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.
ØTechnical 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.
ØSoft 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
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
Industries: Computer & Network Security, Computer Software, Information Technology & Services
Job Skills
- Interpersonal Skills
- Leadership and Teamwork
- Self Management
Job Overview
Date Posted
Location
Offered Salary
Not disclosed
Expiration date
Experience
