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Form of workJob Description
SeniorCustomer Success Manager
We have an exciting opportunity for a Senior Customer Success Manager with the top leading multimedia and creative software company in the world. This position will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment.
In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Successful CSMs are technology-savvy individuals who have experience with Adobe solutions such as Adobe Creative Cloud and Adobe Document Cloud with a clear understanding of the value of those solutions in driving business strategies and workflows. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful.
Responsibilities:
- Accountable for Customer’s overall success with Adobe, including renewal readiness, adoption of Adobe solutions, customer health, and satisfaction
- Act as a trusted Customer point of contact throughout the Customer’s lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
- Effectively network within accounts to achieve successful execution of the customer's strategy and roadmap
- Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
- Drive adoption of Adobe Digital Media products – using data to provide insights and progress from baseline through the maturity curve
- Foster innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process
- Identify Customer risk, and work with extended Adobe team to create and execute on “get well” plans
- Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem
- Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer’s success.
Skills and Experience:
- Bachelor’s Degree and/or relevant work experience
- 5-10 years of related experience in technology (Customer Success, Consulting, Business Development, Sales Engineering, client-side experience, etc.)
- Strong experience with Adobe’s Digital Media Solutions (Creative Cloud & Document Cloud)
- Advanced knowledge of one or more key digital media workflows: graphic design, photography, illustration; UI/UX; video production; content and asset management; 3D, AR/VR; WIP creative collaboration
- Passion for driving Customer Success and measurable outcomes
- Proven effectiveness managing an account portfolio of large, complex, and strategic accounts at a senior level
- Exceptional organizational, presentation, and communication skills, both verbal and written
- Ability to prioritize, multi-task, and perform effectively under pressure
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships
- Existing knowledge of software in digital marketing and/or digital media space
- Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
- Tried effectiveness at leading and facilitating executive meetings and workshops
- Validated experience with account planning & Customer Success plans
- Effective at leading executive C-level discussions and presentations.
Compensation:
- $40.78 to $54.37 per hour.
