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

Role Overview

A forward-thinking and experienced Senior Manager, Technical Support to lead a high-performing team focused on delivering world-class service for Adobe's Products & solutions while driving strategic partner relationships and customer experience. This role blends relationship management, change enablement, and sales execution, creating an experience-centric culture in Partner ecosystem that fosters growth, operational excellence, and measurable business impact.

Key Responsibilities :

Partner Enablement & SPOC

Empower partners to deliver exceptional customer experiences and achieve shared business goals by providing frameworks, insights, and operational support.

Customer Experience & Execution

Drive partner performance to deliver Individual Partner Targets (IPT), including ARR, customer experience, and operational KPIs. Collaborate with internal GTM, PM and PMM teams to execute joint business plans and campaigns.

Change Leadership & Strategic Alignment

Lead change initiatives to improve partner engagement and operational efficiency. Align partner strategies with organizational goals and communicate updates effectively across stakeholders.

Performance Insights & Reporting

Establish and monitor KPIs/SLAs, leveraging analytics to identify trends and areas for improvement. Provide regular business reviews and actionable insights to partners and internal leadership.

Relationship Building & Escalation Management

Build and maintain strong, trust-based relationships with partner leadership teams. Act as an escalation point for critical or sensitive partner issues, collaborating with internal teams for resolution.

Collaborate cross-functionally with Product and Engineering to influence roadmap priorities - Champion voice-of-the-customer insights to drive product and service improvements.

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:

• Graduate from a reputed UGC-recognized university or equivalent global standard; MBA preferred.
• Understanding of customer journey mapping and lifecycle engagement strategy
• Preferred ITIL, Six Sigma, or support process certifications

Experience:

• 12+ years of experience in technical support, customer success & sales in service within a SaaS environment, including 5+ years in a leadership capacity managing in-house & outsourced Partners.
• Proven ability to drive business impact through partner engagement and performance strategies.
• Strong collaboration skills and experience working cross-functionally with GTM, Product, and Operations teams.

Skills:

• Deeply invested in delivering exceptional customer experiences that build trust and loyalty.
• Adept at building relationships across departments and influencing outcomes without direct authority.
• Strong organizational skills with attention to detail and ability to prioritize in a dynamic environment.
• Ability to influence outcomes without direct authority and navigate ambiguity effectively.
• Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud).
• Familiarity with Windows, iOS, Android, and MacOS environments

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