Job
Description
Changing the world through digital experiences is what Adobe is all about. They provide everyone, from emerging artists to global brands, everything they need to design and deliver exceptional digital experiences. Adobe is passionate about empowering people to create beautiful and powerful images, videos, and apps, transforming how companies interact with customers across every screen. They are on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. Adobe realizes that new ideas can come from anywhere in the organization, and the next big idea could be yours! The Adobe Learning Manager team is seeking a strong techno-functional Senior Customer Success Manager to drive successful outcomes with their large US Enterprise customers. Customer Success Managers (CSMs) at Adobe provide a best-in-class experience for customers, focusing on establishing and maintaining an actionable path to value. CSMs 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. CSMs are trusted advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer learning strategy & priorities and their Adobe solutions. As a Senior Customer Success Manager, your responsibilities will include: - Delivering an exceptional customer experience through proactive engagement, understanding customers" business goals, applying the right internal resources, and using the customer success engagement model to meet customer business goals. - Acting 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. - Driving adoption of Adobe Learning Manager, using data to provide insights and progress. - Serving as the voice of your customers internally at Adobe, sharing process improvements and requests with the internal ecosystem. - Acting as a customer's trusted advisor and partner, actively identifying common customer challenges and suggesting better solutions, triaging risk, and creating mitigation plans across customers, handling expectations internally. - Managing contract renewals, finding upselling and cross-selling opportunities, and collaborating with sales to drive revenue growth. To succeed in this role, you will need: - A Bachelor's/Master's degree and/or relevant work experience. - 7-10 years of customer success or solution/technology consulting experience, with preferred experience in Enterprise SaaS. - A passion for partnering with customers to drive success and measurable outcomes. - Strong leadership skills with a proven ability to influence inside and outside of the organization through persuasion, negotiation, and consensus building. - Creative problem-solving skills and the ability to analyze data to identify customer risks. - Motivation and proactivity, with a passion for developing new skills and expertise - both product and technical. - Effectiveness as a team member and the ability to collaborate across multiple functions. - Exceptional presentation and communication skills, both verbal and written. - Understanding of the eLearning market and Learning Management Systems will be an added advantage. Adobe aims to make Adobe.com accessible to all users. If you have a disability or special need that requires accommodation to navigate the website or complete the application process, please email accommodations@adobe.com or call (408) 536-3015. Adobe values a free and open marketplace for all employees and has policies in place to ensure that they do not enter into illegal agreements with other companies to not recruit or hire each other's employees.,
