Sr Mgr, Technical Support

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

Industries: Computer Software, Consumer Services, Information Technology & Services