Customer Success Manager
2 months ago
Job Description
Job Description
S
enior
Customer 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 focus on customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.
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
:
10+ years of Customer Success experience in Software as a Service, Digital Marketing
Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
Strong consulting skills
Ability to prioritize, multi-task, and perform under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
Effective at leading executive C-level discussions and presentations
Flexibility to travel (approx. 20%).
Compensation:
$40.78 to $54.37 per hour.
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