Hitesh Thakur
Noida
Summary
Dynamic Senior Manager with proven expertise in multi-vendor operations and driving $5 million in annual revenue. Adept at enhancing customer experiences through strategic initiatives and process improvements.
Overview
17
17
years of professional experience
Work History
Senior Manager – Technical Support | Adobe Digital
Adobe India Pvt. Ltd
Noida
11.2021 - Current
- Leading end-to-end technical support for Adobe’s flagship Digital Media products (Photoshop, Premiere Pro, InDesign, Acrobat) with a team of 300+ in-house and vendor employees.
- Managing multi-vendor operations to ensure seamless delivery, high-quality support, and consistent adherence to SLAs.
- Acting as a bridge between Engineering, GTM, Sales, and Marketing teams, driving collaboration on product fixes, feature updates, and go-to-market initiatives.
- Driving over $5 million in annual revenue through value-based initiatives, customer retention, and outbound sales campaigns.
- Launched strategic programs to improve service performance, client satisfaction, and overall support efficiency.
- Partnered with Engineering to translate customer feedback into actionable improvements, reducing recurring issues, and elevating the experience.
- Conducted business reviews and vendor evaluations to track performance, identify gaps, and implement quality improvements.
- Developed and executed growth strategies enhancing product adoption, market presence, and revenue contribution
Manager – Technical Support | Adobe Digital Media
Adobe India Pvt. Ltd
Noida
11.2016 - 10.2021
- Managed a team of 40 professionals providing end-to-end technical support for Adobe’s flagship products, including Photoshop and Video solutions.
- Collaborated closely with Engineering teams to identify, analyze, and resolve product bugs, ensuring timely fixes and effective workarounds.
- Enhanced customer experience by driving process improvements, reducing resolution times, and strengthening feedback loops with product teams.
- Partnered with outsourcing teams to align performance standards, improve service delivery, and ensure consistency across channels.
- Executed regular quality audits for both in-house and vendor teams, tracking key KPIs to maintain high support and satisfaction levels.
- Implemented performance management frameworks to develop team capabilities and drive accountability.
- Led initiatives that contributed to revenue growth within product support operations through proactive engagement and value-add opportunities.
- Recognized for strengthening collaboration between support and engineering, resulting in improved product stability and customer satisfaction.
Assistant Manager – Customer Retention
Adobe India Pvt. Ltd
Noida
10.2013 - 10.2016
- Led customer retention operations for Adobe’s Global English customers, focusing on renewals, engagement, and long-term value creation.
- Developed and executed retention strategies to enhance customer loyalty and reduce churn within the Digital Media business.
- Drove adoption of innovative approaches to elevate customer experience and strengthen brand trust.
- Coached and mentored team members to build high-performing, emotionally intelligent teams aligned with Adobe’s values.
- Collaborated cross-functionally with Sales, Support, and Marketing teams to ensure unified customer engagement and success outcomes.
- Built deep product expertise across Adobe’s digital media suite, enabling effective need-based recommendations and solution pitching.
- Designed and implemented coaching frameworks that empowered teams to identify customer needs and present tailored product benefits.
- Consistently maximized team performance and morale through trust-building, motivation, and clear performance accountability.
Channel Partner Consultant
Adobe India Pvt. Ltd
Noida
09.2012 - 09.2013
- Managed key channel partnerships with Ingram Micro and SYNNEX across North America and APAC, driving mutual business growth.
- Developed pricing strategies and promotional campaigns with partners to boost Adobe’s market reach and sales performance.
- Leveraged Salesforce analytics to track partner metrics, optimize performance, and provide actionable insights to leadership.
- Provided technical and business consultation to partners, ensuring alignment with Adobe’s objectives and seamless B2B support.
- Collaborated with account and program managers to strengthen partner relationships and achieve revenue targets.
Lead Operations
IBM Global services
Gurgaon
08.2011 - 09.2012
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
TECH SUPPORT ASSOCIATE
Dell Inc
Gargaon
06.2008 - 08.2011
- Provided technical assistance via phone and email, resolving customer issues across software and hardware platforms.
- Diagnosed and troubleshot complex technical problems efficiently, ensuring high first-contact resolution.
- Educated customers on product features, best practices, and troubleshooting techniques to enhance user experience.
- Collaborated with team members to resolve advanced cases and maintain service quality standards.
- Monitored and analyzed network performance to identify issues and implement effective recovery solutions.
Education
Executive General Management Program - Management
IIM- Ahmedabad
Ahmedabad01-2021
Six Sigma Greenbelt -
Six Sigma
New Delhi01-2016
Bachelor of Arts - Applied Economics
JNVU
Jodhpur01-2008
Skills
- Multi-vendor operations
- Revenue growth strategies
- Customer relationship management
- Process improvement
- Performance management
- Operations management
- Innovation management
- Change management
- Training and development
References
References available upon request.
Timeline
Senior Manager – Technical Support | Adobe Digital
Adobe India Pvt. Ltd
11.2021 - Current
Manager – Technical Support | Adobe Digital Media
Adobe India Pvt. Ltd
11.2016 - 10.2021
Assistant Manager – Customer Retention
Adobe India Pvt. Ltd
10.2013 - 10.2016
Channel Partner Consultant
Adobe India Pvt. Ltd
09.2012 - 09.2013
Lead Operations
IBM Global services
08.2011 - 09.2012
TECH SUPPORT ASSOCIATE
Dell Inc
06.2008 - 08.2011
Executive General Management Program - Management
IIM- Ahmedabad
Six Sigma Greenbelt -
Six Sigma
Bachelor of Arts - Applied Economics
JNVU