Abhay Kumar Thakur

About Abhay Kumar Thakur

As a highly experienced Sr. Manager of Customer Engineering, I have dedicated my career to delivering exceptional customer experiences and value propositions. With a focus on driving global visibility and collaborating across boundaries, I have achieved remarkable success in evaluating organizational performance and advocating for my team.I am currently responsible for all designated resources, team objectives, morale, and culture at Adobe Systems in Noida. Through my leadership, I have motivated my team to excel in critical issue management and own multiple global programs for the support leadership team. Additionally, I work closely with the customer success and sales leadership teams to align support efforts to local sales and retention objectives.Prior to my current role, I served as a Technical Support Manager at Adobe Systems, where I led a team of highly skilled support professionals for Adobe\'s DX suite of solutions. During this time, I identified, developed, and retained top talent, conducted and led service reviews, and managed and audited internal performance and productivity related to service level agreements.I have also served as an Assistant Manager of Customer Care Analytics, Technical Support Consultant Tier2, Senior System Engineer, and Software Engineer at various esteemed organizations.Throughout my career, I have consistently demonstrated my ability to drive process optimization, client relationship management, and operational management. My expertise in support engineering, technical account management, program management, people change management, leadership, strategic planning, and tactical execution have been key to my success.I hold an Executive Certificate Program in Leadership in Change Management from IIM Lucknow, a PGDM from the Institute of Management Technology in Ghaziabad, a Master of Computer Application from BCIIT, IP University, New Delhi, a Bachelor of Computer Application from JIMS, IP University, New Delhi, and a Bachelor of Commerce from the School of Open Learning, DU, New Delhi.I am confident that my proven track record of driving innovation, building capabilities, and delivering exceptional customer experiences would make me a valuable asset to any organization.

Experience

1. Senior Manager, Support Service Manager (Asia)

   Adobe

   Mar 2024 — Present · Noida, IN

   As the Senior Manager for Strategic Support Management (SSM) in the APAC region, I lead a regional function focused on strengthening enterprise customer relationships through strategic engagement, proactive support, and high-touch delivery.Regional Ownership: Overseeing the SSM portfolio across APAC, ensuring consistent delivery of strategic value and executive-level engagement across high-impact enterprise accounts.Customer Success & Retention: Act as a trusted advisor to C-level stakeholders, aligning product capabilities with business objectives, while proactively mitigating risks to ensure account stability and retention.Team Leadership: Manage and develop a high-performing team of Strategic Support Managers, empowering them to build deep, value-driven relationships with customers and deliver measurable outcomes.Proactive Support Model: Implement and evolve proactive account management strategies, including health score frameworks, success planning, and QBR cadence tailored to regional nuances.Cross-Functional Collaboration: Partner with global and regional teams—Product, Engineering, Customer Success, and Sales—to drive continuous improvement, close feedback loops, and support customer escalations.Strategic Programs: Lead key initiatives focused on standardizing playbooks, enhancing customer journey mapping, and contributing to global SSM transformation efforts.Operational Excellence: Define and monitor KPIs to track SSM effectiveness, customer health, and team performance, driving accountability and service quality across the region.This role sits at the convergence of support leadership, relationship management, and business strategy—focused on helping enterprise customers realize the full value of their technology investments across APAC.

Education

• Indian Institute of Technology, Delhi

  Project Management

• School Of Open Learning

  Bachelor of Commerce - BCom

  2003 — 2006

• Indian Institute of Management Visakhapatnam

  Executive Program in Strategy, Leadership and Innovation in AI Era, Organizational Leadership

• BCIIT

  MCA, Computers

  2006 — 2009

• Jagan Institute of Management Studies (JIMS)

  Bachelor of Computer Applications, IT

  2003 — 2006

• Guru Gobind Singh Indraprastha University

  Master of computer application, IT

  2003 — 2009

• Indian Institute of Management, Lucknow

  Executive Certificate in Leadership and Change Management, Organizational Leadership

• Institute of Management Technology, Ghaziabad

  PGDM, Business Administration and Management, General

  2012 — 2015