Role Description

Senior Technical Support Consultant drives customer experience and customer success through strong process leadership, while contributing to ARR via attach motions and retention improvements.

Key Responsibilities

• Deliver high-quality customer/technical support, ensuring strong CSAT and customer retention.
• Act as an SME and handle complex/advanced cases, including executive escalations.
• Drive key critical metrics: Customer Experience, Retention Rate, Revenue Generation
• Enable attach motions and support ARR growth through meaningful customer interactions.
• Analyse support data and trends to improve service delivery and drive process improvements.
• Collaborate with Engineering, Product, and Sales for faster issue resolution and better outcomes.

Key critical metrics

• Customer Experience (CSAT)
• Customer Success & Retention
• Attach Rate & ARR Contribution
• Contributions towards process improvement with significant impact on business targets

Skills Required

• Strong knowledge and expertise in CSMB processes
• Escalation management and problem-solving skills
• Data-driven decision making
• Collaborator management and team leadership

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

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AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.