2025 Intern - Support Service Manager

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!

As a member of the Support Service Management team, we provide personalized support services to our Ultimate Support customers. The SSM is a critical role included as part our customer facing team for our Ultimate customers, focusing on a personalized support service that provides clear customer communications, regular updates, insights and guidance in collaboration with our Technical Account Managers.

A Support Service Manager (SSM) intern will coordinate and collaborate with customers as well as internal Adobe technical teams to ensure expediency in issue resolution. The SSM will also provide our customers with improved visibility during issue resolution, regular support experience data and trend analysis, personalized updates during any critical service outage as well as issue management. Additional responsibilities will include establishing and developing positive relationships and collaboration with internal colleagues across all Customer Engineering teams, Sales, Customer Success teams and Adobe Consulting Services organizations

What You'll Do:

• Partners with the TAM to ensure outstanding customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
• Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customers priority and business impact description and while collaborating with Support Engineers and Management team
• Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps
• Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
• Contributes to the service review, focusing on performance of the technical support delivery provided during the review period, identifying areas of success and opportunities for improvement
• Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
• Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
• Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer

• Currently enrolled full time and pursuing an undergraduate degree or equivalent experience with an expected graduation date of December 2025 - June 2026
• Ability to participate in a full time internship between May-September
• You will need a high-quality business and strategic sense. You understand the need to balance Customer needs alongside Adobe's business objectives and strategy. You possess strong problem-solving skills, are forward-thinking and have experience working with data sets to identify common data trends.

• You have with strong mentoring and coaching skills enabling team our members to deliver their best. Focus on long term sustainable strategic improvements in favour of short-term results.

• Consistent record of accomplishment working with, influencing and leading virtual teams across a large global company. Experienced and effective in communicating to Director and above partners in Sales, Consulting and Engineering.

• Highly articulate and presents plans and ideas in a compelling manner.

• Communicates passion, energy and enthusiasm.
  You have experience in and enjoy collaborating with a wide range of team members in order to meet key performance indicators.

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