Senior Customer Success Manager

Adobe • New York, NY

1d

About The Position

Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. We are hiring for a Senior Customer Success Manager to join our Digital Experience Cloud team. In this role, you 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. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making the Marketer successful. We hire dynamic, passionate, and creative individuals who thrive in fast paced environments.

Requirements

• Bachelor’s Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint 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
• 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
• Flexibility to travel (approx. 20%)

Responsibilities

• Accountable for Customer’s overall success with Adobe, including renewals, 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 in order 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 Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve
• Foster innovation by sharing resources and new ways your customers can use Adobe solutions to advance their digital maturity
• 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 customers success

What This Job Offers

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