Sr. Customer Success Manager

Sr. Customer Success Manager

Requirements

• 5 + years relevant work experience in sales and/or customer success with a preference for experience in the technology industry and experience with the Document Cloud products
• Strong history of successfully navigating customer challenges to resolution
• Strong history of sales quota or customer success metric attainment and achievement
• Previous experience working as a trusted advisor to drive business value and sales expansion opportunities
• Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations
• Bachelor’s Degree or equivalent experience

Responsibilities

• Build and maintain strong relationships with customers, understanding their needs, and ensuring their satisfaction with Adobe’s products and services
• Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximize the value they derive from it
• Position Adobe’s complementary product offerings aligned to Document Cloud in relevant and value-focused ways, ensuring the customer is engaging across the complete Cloud portfolio, including tools such as Acrobat, Sign, Adobe Express, and in partnership with Creative Cloud teammates, any identified interest in CC product offerings, among others
• Partner closely with sales and account management counterparts on growth opportunities within customer accounts
• Maintain deep product knowledge and customer best practices across our Document Cloud suite
• Create and deliver product value presentations and point-of-view documents to customer collaborators and executives
• Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization
• Accountable for customer’s overall success with Adobe’s Document Cloud platform including activation, engagement, adoption, expansion, and health scores
• Gather customer feedback, analyze trends, and provide valuable insights to the product development team to drive continuous improvement and enhance the product’s features and functionality
• Identify customers with deployment risk and partner with an Account Manager to create and implement get-well plans

Preferred Qualifications

• Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments
• Communicative: Exceptional presentation and interpersonal skills
• Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships
• Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite
• Available to travel approximately 50%