Support Service Manager (SSM),

About The Job:

• As a Support Service Manager (SSM), you will provide personalized and high-touch support to Ultimate Support plan customers, ensuring effective communication, timely updates, and seamless collaboration with Technical Account Managers (TAMs) and internal teams.
• This role requires strong customer engagement, operational oversight, and the ability to coordinate across multiple stakeholders to accelerate issue resolution and enhance transparency for enterprise customers.

Essential Job Functions:

• Partner with Technical Account Managers (TAMs) to deliver exceptional customer support, including onboarding of new Ultimate Support customers.
• Review daily customer issues and ensure updates are accurate, timely, and aligned with business priority and impact.
• Lead support case queue reviews to ensure proper prioritization and visibility of case progress.
• Provide ownership and oversight for critical support incidents, ensuring end-to-end resolution with personalized customer handling.
• Contribute to periodic service reviews by identifying successes, gaps, and improvement opportunities.
• Define, maintain, and track the Service Improvement Plan (SIP), ensuring progress is communicated effectively to stakeholders.
• Conduct customer-specific Root Cause Analysis (RCA) after major incidents and share actionable insights.
• Provide Support Health metrics, dashboards, and insights to help assess overall customer technical health.
• Collaborate with cross-functional Adobe teams to expedite issue resolution and improve customer experience.

Qualifications:

• Business Insight: Strong ability to understand customer requirements alongside organizational objectives, with experience in data analysis and problem-solving.
• Results Focus: Ability to mentor and coach team members, focusing on long-term improvements and sustained customer success.
• Influence & Leadership: Proven ability to lead global virtual teams and effectively communicate with senior leadership and stakeholders.
• Communication Skills: Excellent verbal and written communication skills with the ability to handle high-pressure and urgent customer interactions.
• Support Experience: Extensive experience supporting enterprise customers or managing technical support teams.
• Organizational Skills: Strong ability to prioritize, manage, and execute multiple initiatives across teams and functions.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

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If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.