Senior Customer Success Manager

Adobe•Chicago, NY

About The Position

As a Senior Customer Success Manager on our Digital Experience Cloud team you will work with our customers to build positive relationships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. You can expect to work closely with Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities.

Requirements

10+ years of Customer Success experience in Software as a Service, Digital Marketing
Proven agency account management experience, leading complex, high-value client relationships across multiple business units or regions
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
Strong consulting skills and proven results working as a trusted advisor to drive business value for clients.
Ability to prioritize, multi-task, and perform effectively under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital marketing and/or digital media space
Demonstrated ability to align cross-functional teams around client objectives, ensuring consistent quality and delivery across all workstreams.
Effective at leading executive C-level discussions, presentations, meetings and workshops

Responsibilities

Accountable for Customer’s overall success with Adobe, including renewals, adoption of Adobe solutions, customer health, and happiness
Serve as a reliable Customer point of contact during the Customer’s lifecycle.
Build a success plan that is measurable and has clear outcomes.
Effectively network within accounts in order to achieve successful execution of the client’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 increased use of Adobe Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve
Foster innovation by sharing resources and new ways your customers can use Adobe solutions to advance their digital maturity
Identify Customer risk, and work with extended Adobe team to build and complete “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 customers success