Customer Success Account Manager

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re 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. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are looking for a Customer Success Account Manager to join our team.

AEM Guides is a new age CMS for technical documents. AEM Guides is used by Fortune-500 companies which publish millions of documents daily using this product. It is a unique opportunity to work in a startup like environment within a large organization where all product functions collaborate closely. Given the

enterprise business domain and the startup nature of the team, we are growing fast and scaling the product scope and customer base at a very rapid pace

We are looking for CSAM who will work with our enterprise customers to help them derive the best outcome from the product. In this role, you will partner with the accounts and own the customer success

In this role

In this role, you will be responsible to:

• Manage client relationships – especially working remotely to assess client maturity and satisfaction
• Interact with a broad level of client contacts – from Technical Writers to CLOs and Directors
• Present complex information in a clear manner, both written and verbal
• Manage multiple customers (and engagements) concurrently
• Identify growth opportunities – identifying opportunities to both upsell & cross sell on your accounts
  
  

What Youll Do

In this role, you will be responsible to:

• Maintain and build on Adobe’s relationship with our customers by providing guidance, and advice, on ways to deliver value from the product – while managing multiple accounts concurrently
• Serve as a customer-facing advocate internally within the Adobe team – working to develop the product with insights from our customers
• Manage delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction and overall health scores
• Manage product and technical queries from the customer that occur on your accounts
• Manage support issues and escalations for your accounts
• Produce regular status, and quarterly activity reports to Adobe leadership
• Increase the lifetime value of the Customer through greater advocacy and reference-ability
  
  

What You Need To Succeed

To be successful in this role you will possess:

• Passion about client satisfaction
• Willingness to work in late evening to cater to customers in North America.
• Manage multiple customers (and engagements) concurrently
• Exceptional organizational, presentations & communication skills – both verbal & written.
• Connecting with multiple customers/accounts in a day/week.
• Present complex information in a clear manner, both written and verbal
• Natural fl air for conversations & enjoy talking to customers about Adobe solutions.
• Exposure to working on Adobe Experience Manager (AEM) will have an advantage to this role.
• A minimum of 7-8 years of demonstrated exceptional customer management
• A strong empathy for customers AND passion for revenue and growth
• Strong leadership skills with proven track record to influence inside and outside of the organization
• Ability to manage/ influence through persuasion, negotiation, and consensus building
• Analytical and process-oriented mindset supported by excellent communication and presentation skills
  
  

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

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