Customer Success Manager

Description:

Adobe is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Customer Success Manager to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across Adobe for a cohesive plan of action and quantifying impact along the way. Industry Customer Success Managers deliver an outstanding experience for Adobe’s top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling who thrive in fast-paced environments.

What You’ll Do

Adobe’s Digital Experience Customer Success team is looking for a Customer Success Manager to drive successful outcomes with Adobe customers. Customer Success Managers provide a best-in-class experience for customers focused on establishing and maintaining an actionable path to value. Customer Success Managers engage with customers through a combination of success programs and high touch services, delivering the right resources at the right point in the customer journey. Our Customer Success Managers are advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer digital priorities and their Adobe solutions. Customer Success Managers should have an understanding of the capabilities Adobe’s Experience Cloud solutions drive for customers, and the ability to ask relevant questions to meet customers’ specific business objectives.

Responsibilities include:

• Deliver an exceptional customer experience through proactive engagement, applying the right internal resources, and optimally using our Customer success engagement model to meet customer business goals.
• Act as the main point of contact throughout the customer engagement, defining a success plan with clear outcomes and organizing communication across customer executives, business partners and operational resources.
• Monitor customer engagement outcomes relevant to defined success metrics.
• Ensure customers employ best practices for achieving maximum value.
• Triage risk and create mitigation plans across customers, managing expectations both internally
• Drive adoption of Adobe Experience Cloud solutions, using data to provide insights and progress from baseline through, and up, the maturity curve
• Actively identify common customer challenges and suggest better solutions.
• Serve as the voice of your customers internally at Adobe, sharing process improvements and asks with the internal ecosystem.
• Act as a customer’s trusted advisor and partner.
• Test playbooks and customer success program ideas and monitor results based on defined customer metrics.
• Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach

What You Need To Succeed

• Bachelor’s Degree and/or relevant work experience.
• 2-4 years of customer success or technology consulting experience, preferred experience in digital marketing/digital experience
• Passion for partnering with customers to drive success and measurable outcomes.
• Creative problem solving and the ability to analyze data to spot customer risk.
• Highly motivated and proactive, with a passion for developing new skills and expertise
• Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.
• Effective member of a team and ability to collaborate across Adobe ecosystem
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Demonstrate passion for creative problem solving