Matthew Smith
Remote
Summary
Technical leader with 10+ years at Adobe specializing in customer success, technical support operations, and multi-solution Digital Experience environments. Strong communicator skilled in cross-functional alignment, governance, and driving customer-impacting outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Manager, Technical Support (Customer Experience)
Adobe Inc.
06.2021 - Current
- Orchestrated Marketo Engage Technical Support operations, establishing governance frameworks, communication rhythms, and cross-functional execution.
- Developed executive-level reporting strategies to provide leadership with visibility into support KPIs, operational risks, and emerging trends.
- Spearheaded change management for enterprise-scale programs, including C14E, Amazon Connect, WFM, and ConsultLine, ensuring successful adoption and stability.
- Optimized escalation workflows to reduce friction, accelerate resolution times, and elevate the end-to-end customer experience.
Team Lead
Adobe
02.2021 - 06.2021
- Led daily operations for a pod of TSEs, driving team performance, mentorship, and operational excellence.
- Owned critical incident management and escalations, serving as the primary point of contact to de-escalate high-stakes customer situations.
- Designed executive-ready KPI reporting to provide leadership with visibility into team health and operational trends.
- Championed change management initiatives, driving the successful adoption of support transformations and process improvements.
Senior Technical Support Engineer
Adobe
09.2017 - 02.2021
- Acted as a senior escalation point for high-priority accounts, driving resolution on complex technical challenges.
- Collaborated cross-functionally with Product and Engineering to accelerate issue resolution and advocate for customer needs.
- Optimized support workflows to improve operational efficiency and drive higher customer satisfaction.
Education
AAS - Computer Information Systems (Network Administration)
Portland Community College
Portland, OR08.2015
Skills
- Marketo Engage Architect
- Adobe DX Solutions: AEM, AEP, Adobe Analytics, Adobe Campaign, Adobe Target, Adobe Commerce
- Professional: QBR leadership, roadmapping, escalation strategy, customer success planning, RCA development
- Executive communication & customer stewardship
- DX architecture guidance & adoption strategy
- Risk mitigation & escalation leadership
- Cross-functional orchestration (CS, Product, Engineering)
- KPI reporting, health monitoring & success planning
- QBRs, workshops & discovery facilitation
- Incident response & RCA development
Accomplishments
Delivered or Exceeded KPIs for all years in leadership.
Certification
- Adobe Certified Expert - Adobe Marketo Engage Business Practitioner
- Adobe Certified Master - Adobe Marketo Engage Architect
Timeline
Manager, Technical Support (Customer Experience)
Adobe Inc.
06.2021 - Current
Team Lead
Adobe
02.2021 - 06.2021
Senior Technical Support Engineer
Adobe
09.2017 - 02.2021
AAS - Computer Information Systems (Network Administration)
Portland Community College