Client Relationship Rep

Adobe • San Jose, CA

1d

About The Position

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more relevant. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and who harness the power of big data to help companies move from data to insight and insight to action by delivering content that people crave most. We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in encouraging leaders throughout the organization. Adobe is growing and finding new ways to harness the potential of its software and people in a developing digital world. The Role Adobe Advertising Cloud is looking for a Customer Success Manager (CSM) to drive active use and value realization on the technology investments of our customers and their programmatic advertising campaigns. CSMs are responsible for ensuring the overall success for a portfolio of DSP accounts and are adept at building a consultative relationship with the key leaders within that portfolio. It is important that CSMs eagerly understand the business climate, strategic goals, and internal workflows of the customers we serve. You will act as a trusted partner to our customers and build positive relationships, help your customers understand how our products and solutions work to help drive usage, and ultimately ensure they realize value from their investment.

Requirements

• Bachelor’s Degree and/or relevant work experience
• 5+ years of Customer Success / Client Services / Account Management experience in Software as a Service, Digital Marketing, Programmatic Advertising (Demand Side Platform, Data Management Platform, Analytics Platform)
• 2+ years of experience across the Adobe product suite, including Adobe Advertising and Adobe Analytics
• Deliver an exceptional customer experience with proactive communication and orchestrate appropriate internal resources to meet and exceed customer business goals
• Lead client kick-off and onboarding calls with a focus on adoption and utilization of Adobe Ad Cloud’s integrations across Adobe’s Customer Experience Orchestration Products; help bring ‘connected advertising story’ a reality within customers’ campaigns
• Review customer metrics to gain a deeper understanding of account health, drawing conclusions while identifying trends and potential risks, while driving value conversations with customers
• Participating in cross-functional (Client Partner, Adobe integrations, sales, etc.) account planning, providing ideas on driving around driving growth on accounts

Nice To Haves

• Passion for driving customer success and measurable outcomes
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster partnership
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space
• Strong client relationship skills and ability to interact at all levels of the organization
• Possess passion, energy, enthusiasm to get results, bias toward action

Responsibilities

• Deliver an exceptional customer experience with proactive communication and orchestrate appropriate internal resources to meet and exceed customer business goals
• Lead initial client kick-off and onboarding with a focus on adoption and utilization of Adobe Ad Cloud’s integrations across DX; help bring ‘connected advertising story’ a reality within customers’ campaigns
• Review customer metrics to gain a deeper understanding of account health, drawing conclusions while identifying trends and potential risks, while driving value conversations with customers
• Participating in cross-functional (CP, Integrations, Sales, etc.) account planning, providing ideas on driving around driving growth on accounts
• Proactively communicating with customers on ongoing issues, exploring appropriate sources of information throughout the ecosystem for answers to questions, demonstrating persistence and resourcefulness in gathering data to resolve customer issues
• Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value
• Drawing insight and themes from customer feedback, raising awareness to product teams and others in their ecosystem on feedback that may need action

Benefits

• At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
• You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
• Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level