Senior Customer Success Manager

2 days ago

Chicago, Illinois, United States NextDeavor Full time
About the Role

We are seeking a highly skilled Senior Customer Success Manager to join our Digital Experience Cloud team at NextDeavor. As a key member of our team, you will be responsible for driving customer success and measurable outcomes for our top customers.

Key Responsibilities
  • Accountable for customer's overall success with Adobe, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
  • Act as the central point of contact throughout the customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
  • Network within accounts in order to achieve successful execution of client's strategy and roadmap
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and 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
  • Champion innovation by sharing industry thought leadership and new ways your customers can use Adobe solutions to advance their digital maturity
  • Identify customer risk, and collaborate with the extended Adobe team to build and activate '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
  • Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success
Requirements
  • Bachelor's Degree and/or relevant work experience
  • 10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
  • 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%)
What We Offer
  • Competitive pay rate: $54.36/hour
  • Opportunity to work with a well-established corporation with a high conversion rate of approximately 70%
  • Chance to become a key player in a dynamic and fast-paced environment
  • Optional 401k Plan (excludes employer match)
  • Paid sick leave eligibility is contingent on state of residence
  • Health, vision and dental benefits for contract employees

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